Patient Access Specialist - Access Center

University of Texas Medical Branch (UTMB)•Webster, TX

10d•Onsite

About The Position

The Patient Access Specialist represents UTMB to callers and creates a nurturing, competent, and confident voice atmosphere for the Access Center. The role determines callers’ needs and helps them navigate multiple functions and departments while maintaining a seamless caller experience. The position provides customer service for a 24/7, 365-day-a-year call center, including scheduling appointments, addressing caller concerns, preregistering patients, and coordinating with nursing staff to identify and resolve urgent patient issues. It also supports referrals, physician consultation requests, and the consumer online appointment request system. The position is onsite Monday through Friday, 8:00 AM to 5:00 PM, including holidays. Employees may qualify for hybrid and/or remote scheduling after successfully completing training and meeting performance expectations.

Requirements

Associate’s degree and no experience required; an equivalent combination of relevant education and experience may be considered.

Nice To Haves

Previous experience in a healthcare setting and/or a high-volume call center environment.

Responsibilities

Provide high-level customer service for the call center.
Answer a high volume of calls while multitasking and using available resources to schedule appointments and assist callers.
Communicate positively and professionally, providing an empathetic voice to callers.
Analyze caller concerns and determine the appropriate course of action and solution.
Serve as a gateway to appointment scheduling for UTMB clinics; cancel and reschedule appointments according to patient needs and clinic guidelines.
Escalate patient concerns and issues using defined processes.
Preregister patients as required and obtain or update demographic and insurance information to keep records accurate.
Work with Access Center nursing staff to identify and resolve urgent patient issues.
Listen to and reiterate caller concerns to support accurate triage and effective communication.
Facilitate physician consultation requests and assist with patient referrals when appropriate.
Use AMCOM, EPIC, Invision, CECC, and other applications to store and manage patient information and facilitate patient care.
Use multiple media applications together to resolve caller concerns and follow UTMB regulations and guidelines when using systems.
Maintain knowledge of the institution, clinical departments and resources, locations, contact information, scheduling and area-specific guidelines, personnel resources, age- and disease-specific guidelines, and basic consumer health plan guidelines.
Understand clinic procedures and scheduling processes, educate callers, and use software applications to make appointments.
Use critical thinking to determine call priority and support nursing intervention.
Expedite callers’ concerns to appropriate individuals to enhance customer confidence.
Support the consumer online appointment request system.
Perform related duties as required.