Access Services Representative Senior – CPAS

UT Southwestern Medical Center•Dallas, TX

2d•Onsite

About The Position

Works under minimal supervision to provide exemplary customer service to accurately facilitate patient appointment scheduling and relay of critical information and questions in a large contact center environment. Additional responsibilities include resolution of complex patient scheduling issues, serving as liaison to clinic leadership, review of appointment scheduling for accuracy, and preceptorship to onboarding employees.

Requirements

High School Diploma or equivalent
2 years of relevant healthcare and/or contact center experience
Work requires proficient knowledge of computers, office equipment and other administrative tasks including typing and data entry skills. Testing may be required.
Work requires professional and respectful telephone etiquette and the ability to communicate effectively with various levels of internal and external contacts.
Work requires the ability to work with confidential information on a daily basis and to comply with HIPAA requirements to ensure patient privacy.
Work requires the ability to research information using available resources to answer questions and resolve issues in an accurate and timely manner.
Work requires interpersonal and teamwork skills to contribute to departmental and organizational objectives.
Work requires adherence to all University policies, procedures, and standards.
Work requires initiative to improve productivity and quality of work, including meeting mandatory training and continuing education requirements.
Work requires the ability to plan and organize tasks in a logical and efficient manner.
Work requires adaptability and flexibility to react positively to changes in the work environment.

Nice To Haves

Associate's Degree in related field
Bachelor's Degree in related field

Responsibilities

Serves as the expert of detailed knowledge of clinic scheduling processes, templates, and provider preferences to at least one Ambulatory Clinic and/or Service Line.
Functions as a preceptor to ensure that new CPAS staff receive appropriate orientation; Assists with the onboarding, training, and mentoring of less experienced team members. Reviews work of new team members during their onboarding for accuracy. Identifies training opportunities and collaborates with referral supervisor and manager to devise individualized training programs.
Participates in clinic meetings as necessary, including rounding in clinical environment for meetings and/or training.
Functions as the primary liaison for clinic leadership to a) relay critical scheduling information, updates, and education to CPAS staff, and b) bring forth questions from CPAS staff for clinic leadership to address.
Receives scheduling and referral escalation questions/issues from CPAS staff for further resolution in scheduling, patient experience, and service recovery.
Responsible for critical appointment overbooking and knowledge of scheduling of urgent appointment timelines to ensure patient needs are met within clinical criteria.
Ensures accuracy of scheduling protocols including Epic functionality, job aids, and team communications.
Oversees performance and workflow of referral work queues assigned to ensure that referrals are worked in a timely manner and according to UTSW business rules. Escalates any observed issues to appropriate leadership.
Researches Epic Help Desk Tickets with Root Cause Analysis to determine necessary next steps for resolution.
Active participant in performance improvement projects.
Performs all the duties of an Access Services Representative II, as needed.
Performs other duties as assigned.