Patient Access Rep-Senior

UT Health San Antonio•San Antonio, TX

9d•Remote

About The Position

This is currently a work-from-home position in a high-volume inbound call center. The Patient Access Rep-Senior (also referred to in the description as Access Specialist III) handles routine to complex patient inquiries and requests while providing a high level of service. The role also assists with training and serves as the first level of conflict resolution for escalated issues. The position supports patient access and clinical operations by managing inbound and outbound calls, scheduling appointments, registering new patients, responding to patient questions and concerns, and directing messages to appropriate providers or clinical staff. It provides backup support for multiple clinical departments and includes after-hours duties to assist patients with urgent medical or health concerns. The role is expected to meet contact-center performance and quality standards, comply with clinical policies and HIPAA requirements, and support call-center agents and improvement initiatives. UT Health San Antonio describes itself as a public research university integrating higher education, biomedical discovery, and healthcare. Its benefits eligibility generally applies to employees working at least 20 hours per week with an appointment of at least 4.5 months.

Requirements

High school diploma.
Excellent verbal and written communication skills.
Active listening skills.
Problem-solving and conflict-resolution skills.
Customer-service orientation.
Organizational skills.
Attention to detail.
Adaptability.
Teamwork.
Proficient typing and keyboarding skills.
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 40–65 calls per day.
Schedule appointments for new and existing patients according to clinic scheduling guidelines and protocols.
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.
Provide backup support for multiple clinical departments.
Assist patients with questions, concerns, and medication refill requests, and send messages to appropriate providers or clinical staff.
Perform after-hours duties to assist patients with urgent medical or health concerns.
Make outbound calls to schedule patients, following the processes and procedures for assigned work.
Meet or exceed contact-center performance standards, with a focus on call quality, accuracy, and timeliness.
Maintain call quality assessment scores of 95%–100% consistently.
Maintain a professional demeanor in appearance and behavior during work-related interactions, in person or virtually.
Attend and complete ongoing technical, customer service, and other training.
Serve as a knowledgeable resource for call-center agents by helping with questions, job knowledge, scheduling guidelines, and clinical protocols.
Provide first-level conflict resolution and serve as a liaison between patients and clinics, including exercising judgment and knowledge to overbook appointments.
Participate in training new and existing call-center agents and in Access Center improvement initiatives.
Adapt to operational changes based on business needs.
Comply with clinical policies and procedures and HIPAA requirements.
Meet or exceed time and attendance expectations defined in UT Health Attendance Policies.
Perform other duties as assigned.

Benefits

UT SELECT medical insurance is offered free for employees; family members may be added through payroll deduction.
Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance at no cost, with options to purchase additional coverage.
Three dental insurance plan options are available through Delta Dental.
Two vision plan options are available through Superior Vision Services.
Disability insurance is available for income protection during non-work-related illness or injury.
Flexible spending accounts are available for qualifying dependent care and out-of-pocket healthcare expenses.
Retirement plan options include TRS or, for eligible faculty staff, ORP; voluntary retirement programs are also available.
Front-loaded paid time off of 128–208 hours (16–26 days), based on years of service, is provided at the start of each fiscal year; first-year PTO may be prorated.
Extended Illness Bank accrual of 8 hours per month is available for illness or injury after one day of PTO is taken.
Paid family leave of up to 240 hours (six weeks) is available after six months of consecutive employment to care for a spouse, child, or parent.
Twelve set paid holidays each year.
Discounts on services, tickets, and gym membership.