Access Center Operator

The University of Texas at Austin•Austin, TX

4d•Onsite

About The Position

Dell Medical School is seeking an Access Center Operator. Purpose 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

Requires a High School Diploma/GED in with at least 1 year(s) of experience in call center, customer service, or administrative role.
Relevant education and experience may be substituted as appropriate.
Understanding of call center operations and telephone etiquette.
Basic knowledge of healthcare terminology, appointment scheduling, and patient access workflows.
Familiarity with electronic health records (EHR) and scheduling software.
Awareness of HIPAA regulations and patient confidentiality standards.
Knowledge of insurance verification and basic billing inquiries is a plus.
Strong communication skills (verbal and written) for professional patient interactions.
Active listening to accurately understand and address caller needs.
Problem-solving abilities to navigate patient inquiries efficiently.
Multi-tasking and organizational skills to manage high call volumes effectively.
Basic computer proficiency, including data entry and navigating multiple systems.
Customer service skills with a patient-centered approach.
Ability to work in a fast-paced environment and remain calm under pressure.
Ability to follow protocols and scripts while adapting to patient needs.
Ability to handle sensitive information with discretion and professionalism.
Ability to collaborate with team members and healthcare staff.
Ability to learn new technologies and workflow processes quickly

Nice To Haves

Associate's Degree in certification in healthcare administration, customer service, or a related field with at least 1 year of 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

Call Management & Routing 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.
Patient Assistance & Coordination 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.
Data Entry & System Navigation 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.
Customer Service & Communication 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.
Operational Support & Team Collaboration 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.
Compliance & Quality Assurance 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.
Other Job Duties may apply as assigned MARGINAL OR PERIODIC FUNCTIONS: Provide administrative support, such as faxing, scanning, or assisting scheduling/HIM teams.
Participate in training & development, including mentoring new operators.
Assist with quality assurance & reporting by monitoring call quality and suggesting improvements.
Support technical troubleshooting by reporting system issues and helping colleagues.
Contribute to special projects like patient outreach or handling peak call volumes