Ambulatory Services Rep II - Outpatient Welcome Desk

At our company, our mission starts with our people. Guided by our HEART values—Humility, Excellence, Accountability, Respect, and Trust—we strive to create a workplace where teammates feel valued, supported, and empowered to do their best work every day. As an Ambulatory Services Representative II - Outpatient Welcome Desk in The Medical Center you’ll provide customer service as the first point of contact for patients, providers, and staff accessing virtual and in-person ambulatory clinics. You’ll coordinate registration, scheduling, check-in, and check-out while helping patients prepare for their visits. You’ll also verify insurance benefits, obtain referrals and authorizations, collect payments, and support efficient patient flow.

As part of our commitment to maintaining a safe and healthy workplace, all successful candidates will be required to undergo respiratory fit testing in compliance with occupational health and safety standards.

• Perform patient registration procedures, obtain and verify patient demographic data, and ensure all necessary patient forms are provided and completed
• Help orient patients to the virtual visit process and ensure the necessary technology is set up when applicable
• Communicate with patients, staff, and providers regarding patient arrivals, delays, clinic processes, and appointment changes
• Schedule and confirm appointments, coordinate referrals and rescheduling, and communicate the date, time, location, and required preparatory information to patients and families
• Verify insurance benefits, obtain authorizations, confirm receipt of insurance referrals, and use system work queues to follow up on pending precertifications and benefits
• Collect appropriate upfront fees, refer patients with inadequate funding to the financial counselor, and serve as a clinic and family resource regarding managed care questions
• Enter, batch, and reconcile charges daily, prepare deposits, and complete closing procedures according to departmental processes
• Investigate rejected charges, collaborate with Business Services to resolve denied charges, and work with leadership to prevent future denials
• Welcome and interact with patients, families, and visitors in a professional, timely, age-appropriate, and culturally sensitive manner, ensure interpreter services are available, and implement customer service recovery measures when needed
• Provide basic office support, follow up on missing medical records, and assist healthcare providers with clinical data management and administrative duties
• Participate in performance improvement activities, maintain departmental statistical information and time and attendance records, and provide coverage as needed
• Support efficient patient throughput in exam rooms, investigate prolonged wait times, and participate in clinic huddles to plan optimal patient flow

• High school diploma or GED require
• 2 years of customer service experience OR 2 years of clerical, medical office, or business experience in a healthcare environment required