Lubbock Heart Hospital Patient Access Representative in Lubbock, Texas


Responsible for supervising all Front Desk, Medical Records, Operator, and Business Office employees. Maintains efficient and orderly front desk operations. Maintains open communication with other employees and physicians.


Include, but are not limited to, the following:

  • Together with the Department Director, reviews and revises department policies annually.

  • Ensures proper documentation is being utilized in accordance to hospital, HIPAA and governmental regulations.

  • Assists in developing and implementing policies and procedures relative to patient accounts, payment posting and reimbursements by patient, insurance and other third party reimbursements.

  • Assists in answering patient questions about clinic and billing procedures.

  • Implements appropriate disciplinary actions where necessary in accordance with hospital policy and procedures.

  • Ensures compliance with HIPAA Privacy Regulations, Transactions and Code Sets Regulations and assist in preparing for the implementation of HIPAA Security Regulations.

  • Responsible to properly train employees within the respective areas of patient access responsibility.

  • Handles incoming and outgoing calls pertaining to patient issues.

  • Stays current with charges and reimbursement regulations.

  • Create, maintain, and correct all clinical scheduling tasks in the electronic medical record.

  • May conduct patient pre-certification to ensure coverage for appointments and medical care.

  • Schedule all staff visit frequencies in the electronic medical record based on orders.

  • Ensure accuracy of all orders when compared to evaluations prior to scheduling visit frequencies.

  • Responsible for completion of the schedule deviation report on a daily basis, and for researching and identifying necessary corrections to ensure compliance.


  • Manages time and workload efficiently

  • Demonstrates effective verbal and written communication skills

  • Demonstrates willingness to adjust to change

  • Demonstrates ability to handle pressure and remain calm in busy situations

  • Demonstrates commitment to work and consistent job performance

  • Knowledge of organization and departmental policies and procedures

  • Knowledge of hospital based-computer systems and applications

  • Knowledge of government reimbursement regulations and requirements

  • Skill in planning, organizing, delegating and supervising

  • Ability to take initiative and exercise independent judgment, decision- making and problem solving

  • Ability to work effectively with staff, co-workers, patients, public and external agencies

  • Ability to be diplomatic and use constructive problem solving techniques when confronting difficult people and/or situations

  • Performs other duties as requested

  • Know the definitions of fundamental computer terms related to applications software and desktop PC's

  • Know how to open, read, and respond to email

  • Know how to manage electronic files

  • Know how to print electronic documents and reports


  • High School diploma or GED

  • Associate‚Äôs degree preferred but not required; or 3-5 years related experience and/or training; customer service; and computer skills

  • Must be able to multi-task

  • Knowledge of ICD-9 and CPT coding, medical terminology


  • Employee works in a temperature-controlled environment

  • Walking and/or standing approximately 30% of the day

  • Sitting approximately 70% of the day

  • Must be able to lift up to 20 lbs using proper lifting techniques several times during their shift

  • Must be able to bend and stoop less than 10% of the day

  • Reaches over the head less than 10% of the day

  • Appropriate communication skills to effectively handle a wide spectrum of concerns involving employees, patients, families and physicians

  • Hearing for low, medium, and high pitch