Patient Access Representative-Intermediate
About The Position
The Patient Access Representative 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. The onboarding and training program takes place remotely and in the office over 6–8 weeks. The role may require working in the office at least twice a year or as needed. The representative supports a primary clinic and at least one additional clinic, handling patient and clinical business calls, registration, appointment scheduling, patient questions, and related requests. The role includes after-hours responsibilities for urgent medical or health concerns, outbound calls, support for escalated patient issues, and participation in training and call center improvement initiatives.
Requirements
- High school diploma or GED.
- 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.
Responsibilities
- Handle a high volume of patient and clinical business calls, averaging 60–65 calls per day.
- Provide a positive patient experience and promote patient loyalty and confidence in accordance with the UT Health Patient Experience program.
- Register new patients by obtaining and accurately entering patient demographics and verifying subscriber insurance information.
- Schedule appointments for new and existing patients according to clinic scheduling guidelines and protocols.
- Assist patients with questions, concerns, and medication refill requests, and send messages to the appropriate provider or clinical staff.
- Provide 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 assigned processes and procedures.
- Meet or exceed contact center performance standards, emphasizing call quality, accuracy, and timeliness.
- Maintain call quality assessment scores of 95%–100% consistently.
- Demonstrate professional demeanor in appearance and behavior during work-related interactions, in person or virtually.
- 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 point of 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 time and attendance expectations under UT Health Attendance Policies.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
