Patient Call Center Representative

Texas Tech University • El Paso, TX

1d • Onsite

About The Position

Responds efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means in a busy call center. Provides a positive first impression to customers, offering one call resolution when within scope. Texas Tech Health El Paso (TTEP) is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. Additionally, this position is not eligible for remote or hybrid opportunities. All work is required to be performed onsite at TTEP. Provide scheduling support for multiple outpatient clinics. Obtain and enter demographic and insurance coverage information. Verify and update patient information, ensuring all events are documented in the patient’s electronic medical record in accordance with departmental requirements. Protect the financial integrity of TTUHSC El Paso by discussing insurance eligibility, payment options and screening for eligibility. Proactively contact patients to follow up on missed appointments, or remind them of upcoming visits. Conduct outbound calls as part of quality assurance initiatives to ensure patient satisfaction, compliance with treatment plans, or adherence to follow-up care instructions. Utilize professional and timely problem-solving skills to connect the caller with appropriate staff and/or services in the event of issues/concerns are outside of the Patient Call Center Representative’s scope. Develop and maintain knowledge of the full range of services offered by TTUHSC El Paso/Texas Tech Physicians. Assist in the gathering of information, updating and maintaining the departments’ database for the Contact Center. Ensure the confidentiality of all patients, applications, records, and information received. Maintains knowledge of, and adheres to all HIPAA standards of privacy and confidentiality. Respond to patient complaints/concerns in a professional manner, escalating as appropriate and/or directed. Collaborate with and across all healthcare team to facilitate and ensure a positive and seamless patient experience. Participate in training and professional development activities to stay current on healthcare industry trends and best practices. Consistently meet established performance metrics and goals as determined by clinical operations leadership. Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.). Personally, and consistently, demonstrate, display and act in accordance with Texas Tech Health El Paso’s Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Serve as a Value's leader while actively promoting and encouraging staff across the institution. Remains current with all licensure, certifications and mandatory compliances and trainings required of this position. Perform all other duties as assigned.

Requirements

• Excellent communication (written and verbal) and interpersonal skills.
• Demonstrated ability to respond to inquiries and concerns effectively, professionally, and in a timely manner.
• High school diploma or GED.
• One (1) year customer service, multi-line call agent and/or call center experience.

Nice To Haves

• Previous experience in a healthcare call center.
• Previous experience performing complex patient scheduling.
• Knowledge of basic medical terminology.
• Experience with Electronic Health Record (EHR) Systems or healthcare scheduling software.
• Bilingual- English and Spanish.
• Healthcare setting preferred.

Responsibilities

• Respond efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means.
• Provide a positive first impression to customers, offering one call resolution when within scope.
• Provide scheduling support for multiple outpatient clinics.
• Obtain and enter demographic and insurance coverage information.
• Verify and update patient information, ensuring all events are documented in the patient’s electronic medical record.
• Discuss insurance eligibility, payment options and screen for eligibility.
• Proactively contact patients to follow up on missed appointments, or remind them of upcoming visits.
• Conduct outbound calls as part of quality assurance initiatives.
• Utilize professional and timely problem-solving skills to connect the caller with appropriate staff and/or services.
• Develop and maintain knowledge of the full range of services offered by TTUHSC El Paso/Texas Tech Physicians.
• Assist in the gathering of information, updating and maintaining the departments’ database for the Contact Center.
• Ensure the confidentiality of all patients, applications, records, and information received.
• Maintain knowledge of, and adhere to all HIPAA standards of privacy and confidentiality.
• Respond to patient complaints/concerns in a professional manner, escalating as appropriate and/or directed.
• Collaborate with and across all healthcare team to facilitate and ensure a positive and seamless patient experience.
• Participate in training and professional development activities.
• Consistently meet established performance metrics and goals.
• Adhere to all policies, procedures and practices.
• Demonstrate, display and act in accordance with Texas Tech Health El Paso’s Values.
• Serve as a Value's leader while actively promoting and encouraging staff across the institution.
• Remain current with all licensure, certifications and mandatory compliances and trainings required of this position.
• Perform all other duties as assigned.

Benefits

• Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan.

What This Job Offers

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