Patient Access Rep-Intermediate (Part Time 2pm-6pm)

UT Health San Antonio•San Antonio, TX

6h•Remote

About The Position

The Patient Access Rep-Intermediate works from home in a high-volume inbound call center, handling routine to complex patient inquiries and requests while providing a high level of service. Onboarding and training take place remotely and in the office over 6–8 weeks. The Access Specialist may be required to work in the office at least twice a year or as needed. The role supports a primary clinic and at least one additional clinic. It involves patient registration, appointment scheduling, answering questions and routing concerns to providers or clinical staff, and performing after-hours duties to assist patients with urgent medical or health concerns. The representative is expected to meet contact center performance standards, maintain call quality assessment scores of 95%–100%, comply with clinical policies and HIPAA requirements, and participate in ongoing training and improvement initiatives. UT Health San Antonio describes itself as a nationally recognized public research university, a Carnegie R1-designated institution, and the third-largest research university in Texas. It serves approximately 42,000 students across 320 academic programs and has 17,000 faculty and staff. Employees working at least 20 hours per week with an appointment of at least 4.5 months are eligible for the described benefits.

Requirements

High school diploma required.
Excellent verbal and written communication skills.
Listening skills.
Problem analysis and problem-solving skills.
Strong customer service orientation.
Organizational skills.
Attention to detail.
Adaptability.
Teamwork.
Proficient typing and keyboarding skills.
Basic knowledge of Microsoft Office Suite.

Nice To Haves

Bilingual ability is preferred but not required.

Responsibilities

Handle a high volume of patient and clinical business calls, averaging 60–65 calls per day.
Provide a positive patient experience and support patient loyalty and confidence in accordance with the UT Health Patient Experience program.
Register new patients by obtaining accurate demographic information and entering and verifying subscriber insurance information.
Schedule appointments for new and existing patients according to clinic guidelines and protocols.
Assist patients with questions, concerns, and medication refill requests, or send messages to the appropriate provider or clinical staff.
Handle service calls for a primary clinic and at least one additional clinic.
Perform after-hours duties to assist patients with urgent medical or health concerns.
Complete outbound calls in accordance with assignment processes and procedures.
Meet or exceed contact center performance standards, with emphasis on call quality, accuracy, and timeliness.
Consistently maintain call quality assessment scores of 95%–100%.
Demonstrate a professional demeanor in appearance and behavior during in-person and virtual work interactions.
Participate in ongoing technical, customer service, and other training.
Contribute to training plans for call center agents and Access Call Center improvement initiatives.
Serve as the first-level contact for escalated patient issues and use conflict resolution skills.
Adapt to operational changes based on business needs.
Comply with clinical policies and procedures and HIPAA requirements.
Meet or exceed attendance expectations under UT Health Attendance Policies.
Perform other duties as assigned.

Benefits

UT SELECT medical insurance offered free for employees, with family coverage available through payroll deduction.
Discounted copays and coinsurance for employees and dependents using UT Health Physicians.
$50,000 group term life insurance and $50,000 basic accidental death and dismemberment insurance at no cost, with additional coverage available for purchase.
Three dental insurance plan options through Delta Dental, including two PPO plans and one dental HMO plan.
Two vision plan options through Superior Vision Services.
Optional disability insurance providing income if a non-work-related illness or injury prevents work.
Flexible spending accounts for qualifying dependent care or out-of-pocket health care expenses.
Eligibility for either the Teacher Retirement System or Optional Retirement Plan, with voluntary retirement programs also available.
Front-loaded paid time off of 128–208 hours (16–26 days) annually, based on years of service; prorated in the first year based on hire date.
Extended Illness Bank accrual of 8 hours per month.
Paid family leave of up to 240 hours (6 weeks) after 6 months of consecutive employment.
12 paid holidays each year.
Discounts on services, tickets, and gym membership.