Senior Patient Services Representative (9:00 am - 6:00 pm)

UT Southwestern Medical Center • Dallas, TX

5h • Onsite

About The Position

As a Senior Patient Services Representative, this position promotes UT Southwestern Medical Center as the preferred destination for excellent patient care, outcomes, safety and service. This role involves training and coordinating Patient Services Representatives, ensuring they are fully trained and adhere to site-specific duties. The Senior Patient Services Representative also plans, monitors, and directs the work of Patient Services Representatives in the absence of a Lead, assigns tasks, and reviews completed work for accuracy. They build strong working relationships, provide on-the-job training, and resolve problems effectively. Additionally, they coordinate with other Senior Patient Representatives to ensure consistent training practices and policy enforcement across all locations. The role also includes providing a welcoming presence, greeting patients and visitors, offering assistance, and serving as a liaison between patients, families, and medical staff. Responsibilities also encompass responding to inquiries, providing information about healthcare services and facilities, and assisting with service arrangements. The position is security-sensitive and requires adherence to UT Southwestern's Equal Employment Opportunity policies.

Requirements

• High School Diploma or GED
• 1 year of customer service experience
• Incumbent must obtain CPR certification within 90 days of employment
• CPR certification must be current for duration of employment within department

Nice To Haves

• Six (6) months of experience as a Patient Services Representative preferred
• Training experience preferred

Responsibilities

• In coordination with the Training Supervisor, ensures Patient Services Representatives are fully trained and is responsible for site specific training duties.
• In the absence of the Lead Patient Services Representative; plans, monitors, and directs Patient Services Representatives at assigned site for proper work habits and daily tasks.
• Assigns tasks to Patient Services Representatives and reviews accuracy of work completed.
• Works closely with Training Supervisor to ensure all training needs are met, and works to solve specific problems either on a one to one basis or in a group setting.
• Builds solid working relationships with all Patient Service Representatives.
• Responsible for all on the job training of Patient Service Representatives at their assigned site.
• Identifies and resolves problems in a timely manner, displays willingness to make decisions, exhibits sound and accurate judgement, uses discretion to make decisions or seeks advice from the Training Supervisor.
• Communicates changes effectively, prepares and supports those affected by change.
• Responsible to coordinate with other Senior Patient Representatives to ensure consistent training practices policy enforcement at all locations.
• Provides a welcoming presence at all entrances.
• Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair/gurney assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers meeting and exceeding those needs.
• Serves as a liaison between parents, their families, friends and our medical staff.
• Responds to patients or staff inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required.
• Respectfully interacts with emotionally ill patients and family members.
• Assists with arranging for services requested by patients, family or internal customers by working with other departments.
• Performs other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

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