Health Access Partner (HAP-Call Center Staff) Special Initiatives/Pilot Staff

University of Texas at Austin-posted 3 days ago
Full-time • Entry Level
Onsite
251-500 employees
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The Health Access Partner (HAP) – Call Center Staff provides essential support in the UT Health Austin Access Center, coordinating patient care through registration, scheduling, and addressing various patient inquiries. This role is central to ensuring a positive patient experience by applying exceptional customer service skills and utilizing electronic health and scheduling systems for accurate and timely care coordination. The HAP is also responsible for handling specialty referrals, managing data entry, and engaging with patients through multi-channel communications. The ideal candidate demonstrates a high level of professionalism, efficiency, and the ability to navigate complex healthcare workflows, contributing to the Access Center's commitment to accessible, high-quality patient care.

  • Patient Scheduling and Coordination Schedule appointments for specialty clinics, surgeries, and diagnostic imaging. Manage referral processing, insurance verification, appointment confirmations, cancellations, and rescheduling.
  • Customer Service and Collaboration Provide excellent customer service for all contacts, including scheduling and confirming patient appointments. Work closely with Access Center and Clinical Care Teams to ensure smooth patient care processes.
  • Multi-Channel Communication Management Respond to patient inquiries via email, chat, and other electronic channels. Obtain and coordinate medical records as needed, following UT Health Austin guidelines.
  • Data Entry and Patient Information Management Update and maintain accurate patient information, including demographics and insurance details. Perform outbound contact to confirm appointments and support patient attendance.
  • Specialty Care Referral Processing Process specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.
  • Documentation and Conflict Resolution Document all interactions, steps, and coordination efforts in patient records. Utilize conflict resolution and de-escalation techniques to manage patient concerns professionally.
  • Adherence to Quality Standards Maintain Quality Performance Review Scorecard standards, achieving a minimum score of 90%. Follow department protocols, using reference materials to ensure consistent service quality.
  • Insurance and Authorization Coordination Verify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.
  • Support for External Workflows Assist with integrating external workflows through Athena or other systems, as needed, to support patient management.
  • Documentation of Referral and Scheduling Processes Document each step of the referral and scheduling processes to ensure clear communication and record-keeping for internal and external care teams.
  • Other related duties as assigned.
  • Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency while supporting department-based goals which contribute to the success of the organization; Serves as preceptor, mentor, and resource to less experienced staff. Adheres to internal controls and reporting structure. Performs related duties as required.
  • High school graduation or GED.
  • Minimum of three years of relevant experience, preferably in a healthcare setting.
  • Relevant education and experience may be substituted as appropriate.
  • Technical Skills: Proficient in Electronic Practice Management systems, including scheduling and general billing functions. Skilled in documenting patient communication, referrals, and clinical notes accurately. Familiarity with medical terminology and basic math skills. Ability to navigate and use multi-line phone systems or electronic call management systems.
  • Communication Skills: Strong verbal and written communication skills with a focus on professionalism. Excellent customer service abilities, with strong phone etiquette. Ability to communicate effectively with patients and healthcare teams, including explaining registration policies and procedures.
  • Interpersonal Skills: Ability to anticipate needs and follow through with both internal and external customers. Strong organizational skills, with the ability to work in a fast-paced environment.
  • Confidentiality: Ability to maintain and respect the confidential nature of medical information.
  • Judgment and Decision-Making: Ability to use experience and judgment to plan and accomplish goals. Ability to read and interpret documents such as patient charts, safety rules, operating instructions, and procedural manuals.
  • Bilingual in English and Spanish.
  • Experience in patient access, registration, or medical office administration.
  • Familiarity with HIPAA guidelines and healthcare compliance standards.
  • Bilingual in English and Spanish.
  • Experience with insurance verification and authorizations.
  • Knowledge of referral and pre-authorization processes.
  • Experience working in a multi-specialty or high-volume medical office setting.
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