PATIENT SERVICES REPRESENTATIVE I - Communication Center Job at University of Te

Office Location: The University of Texas Rio Grande Valley, 1201 W. University Drive, Human Resources, MASS Building 2nd Floor, Edinburg, TX 78539.

Contact: Edinburg: (956)665-2451, Brownsville: (956)882-8205.

Office Hours: Monday-Friday, 8:00 a.m. – 5:00 p.m.

Faculty Recruitment Contacts: College of Engineering & Computer Science: cecs@utrgv.edu; Robert C. Vackar College of Business & Entrepreneurship: cobe@utrgv.edu.

Position Information

Posting Number: SRGV8601

Working Title: PATIENT SERVICES REPRESENTATIVE I – Communication Center

Number of Vacancies: 1

Location: School of Medicine/Revenue Cycle

FTE: 1.0

FLSA: Non-Exempt

Scope of Job

Responsible for greeting and registering patients in a caring and warm manner, handling incoming patient telephone calls, scheduling appointments, handling patient queries, collecting and obtaining accurate insurance information, and time of service collections as required.

Description of Duties

• Acts as the first point of contact for patients in the clinical setting and provides high-level customer service consistently to both internal and external customers.
• Accurately and completely registers patients by obtaining patient demographic information while maintaining patient confidentiality in accordance with HIPAA guidelines.
• Responsible for scheduling, rescheduling, and cancelling all patient appointments as needed to maximize patient flow and clinic efficiency.
• Respond to incoming calls in a professional, timely manner.
• Conduct reminder calls as needed; greet incoming patients and visitors in person or by telephone and provide active listening, respond to concerns or complaints and seek appropriate remedies.
• Check‑in and check‑out patients through the appropriate appointment workflows, verifying insurance eligibility, scanning identification, and ensuring completion of registration forms.
• Perform daily check-in/check-out tasks such as reprovisioning charts, deposit reconciliation, and charge entry.
• Maintain patient confidentiality regarding access to patient and other clinical information via email, computer, fax, and mail.
• Verify patient insurance eligibility and benefits through various payers.
• Obtain necessary prior authorizations, referrals, and other insurance documentation.
• Collect time-of-service charges (copays, deductibles, outstanding balances).
• Educate patients about billing processes, financial responsibilities, third-party benefit information, and estimate out-of-pocket costs.
• Establish payment plans for outstanding balances and prepayment plans for future services; refer patients to financial counselors and screen for charity programs when appropriate.
• Answer frequently asked questions about clinic services and appointment information; act as a source of knowledge and know when to escalatory issues.
• Demonstrate respectful, courteous, professional behavior that reflects UT Health RGV values.
• May be required to provide coverage at various clinical sites as needed.
• Perform other administrative duties as assigned.

Supervision

Received: General supervision from assigned supervisor.

Given: May supervise assigned support staff.

Education and Experience

Required Education: High School Diploma or equivalent.

Preferred Education: (not specified).

Required Experience: Six (6) months of medical front‑office or receptionist experience with patient registration, scheduling, insurance verification; or two (2) years of direct customer service.

Preferred Experience: Prior experience with insurance verification and eligibility in a high-volume healthcare setting.

Equipment: Use of standard office equipment, intermediate Microsoft Office Suite skills, ability to navigate an EMR system.

Working Conditions

Requires ability to perform required duties; office/clinical environment; may require travel and weekend work; exposure to airborne illnesses; capable of lifting up to 20 pounds frequently.

Other

Requires tact, diplomacy, discretion, and confidentiality of medical information.

Physical Capabilities

N/A

Employment Category

Full-Time

Pay

Minimum Salary: Commensurate with Experience. Posted Salary: Commensurate with Experience.

Position Availability

Position Date: 11/03/2025

EEO Statement

It is the policy of The University of Texas Rio Grande Valley to promote and ensure equal employment opportunities for all individuals without regard to race, color, national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, genetic information or protected veteran status. In accordance with the requirements of Title VII of the Civil Rights Act of 1964, the Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, as amended, our University is committed to comply with all government requirements and ensures non‑discrimination in its education programs and activities, including employment. We encourage women, minorities and differently abled persons to apply for employment positions of interest.