Job Description

About us  

We are a community-based hospital located near the historic White Rock Lake community, that serves the Dallas, Garland, Mesquite and surrounding areas. We specialize in a wide range of services including comprehensive medical/surgical care, bariatric, cardiology, outpatient and emergency medicine.

Our mission is to deliver exceptional healthcare with compassion and excellence. We are seeking compassionate, care-minded individuals to join our company and make a difference. As a member of the White Rock Medical Center team, you can advance your skills while working in a supportive and patient-focused environment.

Position Summary The  Bilingual Patient Access Representative  is responsible for the pre-verification of insurance for patients being admitted into the hospital for care. The Patient Access Representative will verify insurance coverage, resolve any issues with coverage and escalate complicated issues to a supervisor or manager. In this role the ideal candidate interviews patients and completes all paperwork necessary to ensure the admitting process is efficient and all hospital and regulatory policies are in compliance.

  Essential Duties and Responsibilities

• Greets patients, their families and guests, in lobbies and in patient care areas; provides escorts and wheelchair assistance (when applicable), to ensure patient care and comfort.
• Performs routine registration activity including verifying patient demographic information, processing point of service payments, verifying required signatures and reviewing/processing patient forms to ensure they contain all necessary documents.
• Responsible accurately inputting pre-certification/ authorization and insurance verification for all patients
• Research, follow up and resolve open & pending authorizations in a timely manner.
• Calculate cash estimates for patients on upcoming visits/ procedures.
• Maintain clear communication with patients as well as insurance companies.
• Obtain prior authorization for procedures.
• Scanning medical documents into patient accounts
• Demonstrates ability to effectively communicate (written and oral) with individuals and groups of various backgrounds and educational levels in a high stress environment.
• Demonstrates ability to manage multiple, changing priorities in an effective and organized manner, under stressful demands while maintaining exceptional customer service.

  Knowledge, Skills, and Abilities  

Behavioral Standards

• Treats everyone as their customer
• Utilizes scripting and other tools to ensure consistency in customer servic
• Expresses recognition and shows appreciation to others
• Fully utilizes AIDET principles
• Responds quickly to handle requests, complaints, and questions;
• Displays a positive attitude.

Communication/Knowledge

• Wears nametag properly
• Follows dress code policy
• Answers phone correctly and promptly
• Is prepared for meetings; meets deadlines
• Acts ethically and treats others with respect
• Respects customer's and co-worker's time
• Establishes and maintains effective relationships with customers and co-workers.

Collaboration/Teamwork

• Attends staff meetings;
• Follows HIPAA guidelines;
• Follows patient rights policy;
• Complies with the compliance program;
• Demonstrates knowledge of role in a disaster;
• Demonstrates knowledge of fire and fire drill procedures;
• Working knowledge of hospital emergency codes;
• Always utilizes standard precautions in the clinical setting;
• Safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.

  Education & Experience

• Experience providing customer service to patients and their families in a HealthCare/ER setting is preferred.
• Minimum of two years of face-to-face customer service experience is required.
• Bilingual is a requirement.
• High school diploma or equivalent is required.
• Some college is preferred.

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