Patient Access Representative

The Access Operations Department at MD Anderson Cancer Center plays a vital role in ensuring patients can connect seamlessly with the care they need. It focuses on scheduling, patient access support, and operational efficiency so that clinical teams can maximize their time with patients and deliver world-class cancer care.

The primary responsibility of the Patient Access Representative is to facilitate accurate, efficient, and courteous access to services for new patients. This includes providing excellent customer service to patients and providers, communicating with referral sources, scheduling and registering new patients, verifying insurance information, securing authorizations, and advising patients of their financial responsibility. The Patient Access Representative supports the organizational mission and creates an exceptional customer experience by producing positive results in access and phone service measures. Additionally, the Patient Access Representative staff provides coaching and mentoring to Associate, Patient Access Representative staff, and assists with department-wide change initiatives.

The ideal candidate will have experience contacting other healthcare facilities to obtain records, as well as experience with Epic.

Hourly Breakdown of salary range: Minimum $ Midpoint $ Maximum $32.93

Job Specific Competencies

Patient Access

• Consistently and accurately utilizes medical acceptance criteria to screen and schedule appointments for new patients, ensuring optimal efficiency in clinic operations.
• Clearly and professionally communicates information during all patient interactions, following established customer service guidelines and striving to meet all reasonable patient requests.
• Reliably routes patients to the appropriate destination with warm transfers whenever possible.
• Supports the successful implementation of department-wide new tools, support, and operational models to improve access to care and employee workflow.
• Completely and accurately captures and documents communications with payors, patients, and the treatment team, using established guidelines for each area while demonstrating appropriate task prioritization and urgency.

Revenue Integrity

• Collects complete and accurate financial and consent data during intake and registration processes, verifying data during new patient registration to ensure compliance with required forms and consents.
• Uses technical expertise to obtain insurance information when needed and electronically verifies eligibility when available.
• Provides financial information to patients obtained during the verification process by financial clearance staff, including cost estimates, payment plans, discounts, and supplemental financial assistance.

Oral and Written Communication

• Uses excellent oral communication and listening skills to communicate with patients, referral sources, MDACC physicians, and MDACC clinical staff regarding barriers to access or financial clearance.
• Responds to voicemail and myChart messages within one business day and answers phone calls in a timely manner (within 3 rings).
• Clearly and professionally communicates information during all patient interactions, following established customer service guidelines and striving to meet all reasonable patient requests.
• Reliably routes patients to the appropriate destination with warm transfers whenever possible.

Other Duties as Assigned

MD Anderson offers our employees:

• Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week
• Group Dental, Vision, Life, AD&D and Disability coverage
• Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals
• Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs
• Tuition Assistance Program after six months of service
• Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans
• Employer paid life, AD&D and an illness-related reduced salary pay program
• Extensive wellness, recognition, fitness, employee health programs and employee resource groups

Education

Required: High school diploma or equivalent.

Experience

Required: Four years experience in healthcare, insurance, or related field.

Must pass pre-employment skills test as required and administered by Human Resources.

The University of Texas MD Anderson Cancer Center offers excellent benefits, including medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition.

This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by

Additional Information

• Requisition ID: 177224
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Days
• Minimum Salary: US Dollar (USD) 45,500
• Midpoint Salary: US Dollar (USD) 57,000
• Maximum Salary : US Dollar (USD) 68,500
• FLSA: non-exempt and eligible for overtime pay
• Fund Type: Hard
• Work Location: Hybrid Onsite/Remote
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No