Access Center Operator

The University of Texas at Austin•Austin, TX

1d•Onsite

About The Position

The Access Center Operator serves as the first point of contact for patients, caregivers, and healthcare providers, handling inbound and outbound calls to facilitate seamless communication and patient access to healthcare services. This role requires strong communication skills, attention to detail, and the ability to efficiently route calls to the appropriate department while maintaining excellent customer service.

Requirements

High School Diploma/GED
At least 1 year(s) of experience in call center, customer service, or administrative role.

Nice To Haves

Associate's Degree in certification in healthcare administration, customer service, or a related field
Experience in a healthcare setting, medical office, or patient access center.
Familiarity with electronic health records (EHR) and scheduling software.
Previous experience handling high call volumes in a professional setting

Responsibilities

Answer incoming calls promptly and professionally.
Identify caller needs and direct calls to appropriate departments, personnel, or resources.
Follow call scripts and protocols to ensure consistency and accuracy in call handling.
Escalate urgent or complex issues to supervisors or designated clinical staff.
Verify patient identity using established guidelines.
Assist in scheduling, rescheduling, and canceling appointments as needed.
Provide patients with accurate information about office hours, locations, and services.
Direct medical inquiries to appropriate clinical staff or triage teams.
Accurately document patient interactions and call details in the electronic health record (EHR) or call management system.
Utilize scheduling and healthcare software to retrieve and update patient information.
Maintain data accuracy and follow HIPAA regulations to protect patient information.
Demonstrate professionalism, empathy, and active listening in all interactions.
Communicate clearly and effectively with patients, caregivers, and healthcare providers.
Handle patient concerns or complaints with courtesy, escalating when necessary.
Work closely with scheduling teams, nurses, and administrative staff to ensure seamless patient access.
Participate in training sessions and team meetings to stay updated on policies and procedures.
Support process improvements and workflow enhancements within the healthcare access center.
Adhere to all organizational policies, HIPAA regulations, and call-handling protocols.
Maintain knowledge of healthcare access center operations, including emergency procedures.
Follow performance standards for call resolution, efficiency, and accuracy.