Patient Access Associate

Overview

Come lead with us at Houston Methodist Willowbrook Hospital

Location:

OBED, 12‑hour night shifts (Full‑Time) 7 p.m. – 7 a.m. with rotating weekends.

At Houston Methodist, the Patient Access Associate is responsible for obtaining and entering accurate demographic and insurance information into the electronic health record (EHR) for patients at the facility’s entry points. The role also includes cashiering functions, ensuring hospital accounts are secured by collecting required co‑pay, deductibles, and co‑insurance. In addition, the associate performs medical necessity checks to ensure compliance with Medicare guidelines, uses effective communication skills, and promotes excellent customer service.

The position also adheres to applicable regulations such as EMTALA and HIPAA.

Non‑exempt.

Education

• High School diploma or equivalent education (e.g., GED, homeschool equivalency, partial or full post‑secondary education).

Experience

• Two years of experience in a strong customer service environment.
• One year of registration experience in a hospital environment is preferred.

Licenses and Certifications

Required:

Hampton Methodist is an Equal Opportunity Employer.

• Demonstrates necessary skills and competencies evaluated through ongoing assessments.
• Proficient speaking, reading, and writing in English, especially for patient or employee safety.
• Effective communication with patients, physicians, family members, and co‑workers using positive language principles.
• Ability to multi‑task and adapt to meet patient and departmental needs.
• Knowledge of basic registration/access functions and insurance procedures.
• Problem‑solving skills.
• Calm demeanor in stressful situations with patience and understanding.
• Excellent customer service and professional communication skills.
• Proficient computer skills and ability to learn multiple software programs.
• Attention to detail and accuracy in handling work.

People

• Promotes a positive work environment and supports a dynamic team focused on achieving optimal departmental and organizational results.
• Communicates openly in a non‑judgmental, professional manner with customers and co‑workers.

Service

• Obtains and records accurate demographic and insurance information by interviewing patients, family members, and physicians; ensures correct insurance plan codes are used for billing.
• Explains consent forms, obtains signatures, and addresses questions professionally.
• Contributes to patient experience, proactively seeks solutions to patient issues, and alerts management promptly to unusual or difficult situations.

Quality/Safety

• Ensures protected health information remains private and confidential in accordance with HIPAA guidelines.
• Uses patient identifiers consistently to identify patients and correct medical records; avoids issuing new medical record numbers for existing accounts.
• Meets departmental goals (e.g., registration error rate, productivity per hour).

Finance

• Verifies medical necessity of ordered services when applicable.
• Collects payments based on predefined information, performs insurance verification, and determines patient out‑of‑pocket expenses.
• Offers payment options after the minimum required payment is received and fulfills monthly cash‑collection goals.
• Accurately posts receipts, balances the cash drawer daily, and follows department cash drawer policies.
• Organizes time effectively, minimizes overtime, and helps team members during heavy workloads.

Growth/Innovation

• Initiates improvements in job functions, demonstrates adaptability during changing demands, and offers suggestions to streamline patient flow.
• Seeks opportunities for continuous learning beyond baseline competencies.

Work Attire

• Uniform:
  Yes
• Scrubs:
  No
• Business professional:
  Yes
• Other (department approved):
  Yes

On‑Call

• Employees may be required to be on‑call during emergencies (e.g., disaster, severe weather events) regardless of selection below.
• On‑call:
  No

Travel

• Travel may vary by department.
• In Houston metropolitan area:
  No
• Outside Houston metropolitan area:
  No