Call Center Agent (Surgical Oncology MCC)

UT Health San Antonio • San Antonio, TX

4d • Onsite

About The Position

Under general supervision, responsible for providing all elements of scheduling and registration support to a clinic. This role provides telephonic support to the clinic, schedules appointments, documents patient messages, maintains physician schedule/template, enters referrals, informs patients of financial obligations such as copay/balances, and coordinates interpreter services. The agent will also verify and/or create all elements of registration and insurance information for established or new patients at each point of patient contact, updating when necessary. They will streamline the message management process by documenting requests in the system, gathering all information appropriately and prioritizing messages based on urgency. The agent will assist patients with any questions or concerns, attempt to resolve all patient issues or concerns prior to them becoming patient complaints, and if unable to fully respond to patients, contact someone to assist them. This role may provide backup support/coverage to the front desk when clinics are short staffed and will answer both inbound and complete outbound calls.

Requirements

• Demonstrates the ability to support the mission, vision and patient promise through all interactions the UT Health Way.
• Demonstrates analytical thinking – this role requires analyzing information and using logic to coordinate work within schedule constraints and handle emergent requirements in a timely manner.
• Demonstrates creativity and alternative thinking; able to develop new ideas supportive of the UT Health Way.
• Proficient computer skills using Microsoft Office and database programs.
• Excellent verbal, written and interpersonal communication skills.
• Ability to prioritize messages based on urgency.
• High school diploma or GED is required
• Three (3) years of related experience is required.

Nice To Haves

• Clinical experience is preferred.

Responsibilities

• Provides telephonic support to the clinic; schedules appointments, documents patient messages, maintains physician schedule/template , enters referrals, informs patients of financial obligations such as copay/balances, and coordinates interpreter services.
• Verifies and/or creates all elements of registration and insurance information for established or new patients at each point of patient contact, updating when necessary.
• Streamlines the message management process by documenting requests in the system; gathers all information appropriately and prioritizes messages based on urgency.
• Assists patients with any questions or concerns; attempts to resolve all patient issues or concerns prior to them becoming patient complaints; if unable to fully respond to patient, contacts someone to assist patients.
• May provide backup support/coverage to front desk when clinics are short staffed.
• Performs all other duties as assigned.
• Will answer both inbound and complete outbound calls.

Benefits

• Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists.
• Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.
• Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.
• Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits.
• Disability - Employees can enroll in the Disability Insurance which provides income if a non-work related illness or injury prevents you from working.
• FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.
• Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.
• Time Off - A generous leave program offers multiple paid leave options: Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire. Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken. Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment. Holidays: 12 set paid holidays each year.
• Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED