Patient Access Rep-Senior

UT Health San Antonio • San Antonio, TX

9d • Remote

About The Position

This work-from-home position is in a high-volume inbound call center. The Patient Access Rep handles routine to complex patient inquiries and requests while providing a high level of service. The role also supports training and serves as a first-level resource for conflict resolution on escalated issues.

The position handles patient and clinical business calls, schedules appointments, registers new patients, and provides backup support for multiple clinical departments. It assists patients with questions, concerns, and medication refill requests, routing messages to the appropriate provider or clinical staff. The role also includes after-hours duties to assist patients with urgent medical or health concerns and outbound calls to schedule patients.

The representative is expected to meet contact-center performance standards, maintain call quality assessment scores of 95%–100%, complete ongoing training, support other agents with job knowledge and scheduling guidance, and participate in training and improvement initiatives. The role requires compliance with clinical policies, procedures, HIPAA requirements, and attendance expectations.

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 skills.

Responsibilities

• Handle a high volume of patient and clinical business calls, averaging 40–65 calls per day.
• Schedule appointments for new and existing patients in accordance with clinic guidelines and protocols.
• Provide a positive patient experience in accordance with the UT Health Patient Experience program.
• Register new patients by collecting 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 according to assigned processes and procedures.
• Meet or exceed contact-center performance standards, focusing on quality, accuracy, and timeliness.
• Consistently maintain call quality assessment scores of 95%–100%.
• Maintain a professional demeanor in work-related interactions, whether in person or virtual.
• Complete ongoing technical, customer-service, and other training.
• Provide call-center agents with assistance on questions, job knowledge, scheduling guidelines, and clinical protocols.
• Provide first-level conflict resolution for escalated issues.
• Serve as a liaison between patients and clinics, including using judgment to overbook appointments.
• Participate in training new and existing call-center agents.
• Participate 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 attendance expectations under UT Health Attendance Policies.
• Perform other duties as assigned.

What This Job Offers

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