Patient Call Center Representative

Texas Tech University • El Paso, TX

1d • Onsite

About The Position

The Patient Call Center Representative responds efficiently and effectively to patients, healthcare professionals, university staff, insurance companies, and the general public through multi-line phones and electronic channels in a busy call center. The representative provides a positive first impression and resolves inquiries in one call when within scope. The position supports scheduling for multiple outpatient clinics and helps ensure a positive, seamless patient experience.

Responsibilities include collecting and entering demographic and insurance information; verifying and updating patient records; discussing insurance eligibility and payment options; contacting patients about missed or upcoming appointments; and making outbound quality-assurance calls. The representative routes matters outside their scope to appropriate staff or services, maintains knowledge of the institution’s services, and helps maintain the Contact Center database. The role requires protecting patient confidentiality and following HIPAA standards, responding professionally to complaints, collaborating with healthcare teams, participating in training, meeting performance goals, following institutional policies, and maintaining required certifications and training. Other duties may be assigned.

The position is performed onsite at Texas Tech Health El Paso; remote and hybrid work are not available. The employer is not considering applicants who require employment visa sponsorship, including H-1B holders and individuals currently on student or postgraduate visas.

Requirements

• High school diploma or GED.
• One year of customer service, multi-line call agent, and/or call center experience.
• Excellent written and verbal communication and interpersonal skills.
• Ability to respond to inquiries and concerns effectively, professionally, and in a timely manner.
• Ability to work onsite; the position is not eligible for remote or hybrid work.
• Applicants requiring employment visa sponsorship are not considered.

Nice To Haves

• Experience in a healthcare setting.
• Previous experience in a healthcare call center.
• Previous experience performing complex patient scheduling.
• Knowledge of basic medical terminology.
• Experience with electronic health record systems or healthcare scheduling software.
• Bilingual in English and Spanish.

Responsibilities

• Respond to patients, healthcare professionals, university staff, insurance companies, and the public through multi-line phones and electronic channels.
• Provide a positive first impression and resolve inquiries in one call when within scope.
• Provide scheduling support for multiple outpatient clinics.
• Obtain and enter demographic and insurance coverage information.
• Verify and update patient information and document events in the electronic medical record according to departmental requirements.
• Discuss insurance eligibility and payment options and screen for eligibility to protect financial integrity.
• Contact patients about missed appointments and upcoming visits.
• Conduct outbound quality-assurance calls related to patient satisfaction, treatment-plan compliance, and follow-up care.
• Refer issues outside the role’s scope to appropriate staff or services using professional, timely problem-solving.
• Maintain knowledge of services offered by TTUHSC El Paso and Texas Tech Physicians.
• Help gather, update, and maintain the Contact Center department database.
• Protect the confidentiality of patients, applicants, records, and information, and adhere to HIPAA privacy and confidentiality standards.
• Respond professionally to patient complaints and concerns, escalating them as appropriate or directed.
• Collaborate across healthcare teams to facilitate a positive and seamless patient experience.
• Participate in training and professional development activities to remain current on healthcare trends and best practices.
• Meet performance metrics and goals established by clinical operations leadership.
• Follow applicable institutional policies, procedures, and practices.
• Demonstrate and promote TTUHSC EP’s values of Service, Respect, Accountability, Integrity, Advancement, and Teamwork.
• Maintain current licensure, certifications, mandatory compliance, and required training.
• Perform other duties as assigned.

What This Job Offers

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