At Houston Methodist, the Patient Access Apprentice is responsible for obtaining the educational material, knowledge, and experience needed to be competent in a Patient Access position. Training will be provided for this role in one or more of the following Patient Access functions: scheduling, insurance verification, authorizations, pre-registration, registration, financial counseling, and/or patient check-in. Incumbents in this position will demonstrate the ability to continuously progress in basic knowledge and skills necessary to communicate appropriately and carry out delegated tasks.PEOPLE ESSENTIAL FUNCTIONS
Applies judgment and knowledge to accommodate requests from internal and external customers as directed by manager and/or physcians and perform tasks assigned during the apprenticeship.
Interacts with staff and management, physicians, patients and families to obtain information and perform assigned tasks.
Triages calls as appropriate to other areas, as received on a daily basis while working under the guidelines and scripts as set forth by management.
Provides patients with information needed to prepare for appointment per Center/Service protocol. Enrolls patients on the Patient Portal and provides PIN numbers, complying with HIPAA regulations. Keeps open channels of communication with all parties involved: physician, patient, service areas, regarding action taken and resolution.
SERVICE ESSENTIAL FUNCTIONS
Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians/office personnel and various hospital personnel, while maintaining patient confidentiality. Appropriately utilizes ACD/CISCO telephone system or other departmental systems and tools.
Uses Department scripting and ensures ICARE values are met while working within the scripting provided.
Provides coverage during transitions and as needed per management discretion.
Responsible for coordinating the flow of patient referrals: - Collects and compiles data/information from patients such as insurance documentation and patient identification information to help facilitate the appropriate patient service as requested by referring physician. - Answers incoming calls from patients. - Acts as liaison between the patient and the physician. - Handles calls from physician's offices, always making sure to maintain a good relationship.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Utilizes resources to perform one or more of the necessary functions of the role; scheduling, insurance verification, authorizations, pre-registration, registration, financial counseling, and/or patient check-in.
Obtains required data in order to support departmental and hospital clinical/financial needs, ensuring HIPPA guidelines are observed.
Adheres to internal controls for ensuring verification and eligibility are met and established correctly prior to patient visit. Provides patients with information needed to prepare for appointment per Center/Service protocol. Enrolls patients on the Patient Portal and provides PIN numbers, complying with HIPAA regulations.
FINANCE ESSENTIAL FUNCTIONS
Obtains and enters accurate data, including but not limited to: patient demographics, insurance, guarantor and clinical information on the information system in order to initiate financial clearance activities such as benefit eligibility and verification, pre-certification notification and payment review
Documents patient's accounts with information related to any potential issue(s) that could result in service delays or cancellations due to the lack of financial clearance.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Works directly with physicians, office staff, and patients to ensure best practices within department. Works with manager to improve areas of concern as indicated and strives for excellence in the workplace.
Continuously progresses in basic knowledge and skills necessary to communicate appropriately and carry out delegated tasks.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
WORK EXPERIENCE
Six months in a strong customer service environment
Clinical knowledge and experience preferred with a strong understanding of medical terminology
LICENSES AND CERTIFICATIONS - REQUIRED
N/A
KNOWLEDGE, SKILLS, AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
Working knowledge of PC environment utilizing Windows and word processing and basic Excel knowledge
Capable of working and navigating several applications and Web sites related to registration simultaneously
Strong customer service, phone and scheduling skills
Knowledge of insurance requirements for physician visits and procedures preferred
SUPPLEMENTAL REQUIREMENTSWORK ATTIRE
Uniform No
Scrubs No
Business professional Yes
Other (department approved) Yes
ON-CALLNote that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
On Call No
TRAVELTravel specifications may vary by department
May require travel within the Houston Metropolitan area No
May require travel outside Houston Metropolitan area No
Company Profile:Houston Methodist is one of the nation’s leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.Equal Employment OpportunityHouston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.Houston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.