Patient Access Representative

Baylor St. Luke’s Medical Center is an 1,045 bed facility located in the Texas medical center. A joint venture with Baylor College of Medicine, Baylor St. Luke’s is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care, neuroscience, oncology, transplantation, and more. The hospital is home to the Dan L Duncan Comprehensive Cancer Center, a nationally-accredited and NCI-designated comprehensive cancer center. Our new McNair Campus is designed around the human experience—modeled on evidence-based practices for the safety of patients, visitors, staff, and physicians. The 27.5-acre campus represents the future of healthcare through a transformative alliance focused on leading-edge patient care, research, and education. 

As our Patient Access Representative, you will perform patient registration and admitting across assigned hospital access areas, which may include the Emergency Department, main registration, and admitting.

Every day you will gather, verify, and update demographic, insurance, and account information in multiple systems for registration, scheduling, and documentation, identify and escalate discrepancies or complex scenarios, support workflow during high-volume periods, and work with the care team, patients, and families to support a positive experience.

To be successful in this role, you will bring accuracy, strong customer service, and accountability for relationship-based care, our mission and values, and privacy and regulatory requirements.

• Perform patient registration functions across assigned access points, ensuring accurate demographic information, insurance eligibility and benefits verification, and complete, confidential documentation within the electronic health record.
• Accurately scan, index, and manage patient documentation to support registration, billing, and clinical workflows in accordance with organizational standards.
• Communicate patient financial responsibility using established education tools and scripts, including estimates and patient liabilities, and collect payments at the time of service as appropriate.
• Schedule, confirm, and revise patient appointments to support timely access to care and adherence to provider and clinic workflows.
• Identify and resolve routine registration, insurance, and encounter discrepancies; follow established workflows to escalate complex or non-standard issues.
• Provide patient-facing support via telephone and other approved communication channels, including answering inquiries, routing calls, and documenting interactions per standard procedures.

Required

• High School Graduate General Studies, upon hire or
• High School GED General Studies, upon hire and
• 1-3 years 1 year relevant customer service experience, upon hire and
• None, upon hire

Preferred

• 1-3 years 1 year relevant customer service experience in healthcare patient access setting is preferred, along with knowledge of the following: patient registration procedures and documentation, knowledge of health insurance payers, and real-time insurance eligibility verifications., upon hire