Sr. Patient Services Representative

UT Southwestern Medical Center • Dallas, TX

3d

About The Position

The Senior Patient Services Representative promotes UT Southwestern Medical Center as a preferred destination for excellent patient care, outcomes, safety, and service. In coordination with the Training Supervisor, the role supports and conducts site-specific training for Patient Services Representatives and, when the Lead Patient Services Representative is absent, helps direct daily work at the assigned site. The position also welcomes and assists patients and visitors, provides information and directions, and coordinates requested services with other departments.

Requirements

• High school diploma or GED.
• One year of customer service experience.
• Obtain CPR certification within 90 days of employment and maintain current CPR certification for the duration of employment in the department.

Nice To Haves

• Six months of experience as a Patient Services Representative.

Responsibilities

• Coordinate with the Training Supervisor to ensure Patient Services Representatives are fully trained and complete site-specific training duties.
• In the absence of the Lead Patient Services Representative, plan, monitor, and direct representatives’ work habits and daily tasks at the assigned site.
• Assign tasks to Patient Services Representatives and review the accuracy of completed work.
• Work with the Training Supervisor to address training needs and solve problems individually or in groups.
• Build working relationships with Patient Services Representatives and provide their on-the-job training at the assigned site.
• Identify and resolve problems, make sound decisions, use discretion or seek advice from the Training Supervisor, and communicate changes effectively.
• Coordinate with other Senior Patient Representatives to promote consistent training practices and policy enforcement across locations.
• Welcome patients, families, and guests in building lobbies or patient care areas; provide escorts and wheelchair or gurney assistance while supporting patient comfort and safety.
• Understand and meet the needs of internal and external customers, and serve as a liaison between patients, families, friends, and medical staff.
• Respond in person and by telephone to patient and staff inquiries about healthcare services and provide directions to facilities and services.
• Stay current on UT Southwestern campus information to answer phones and respond to requests with appropriate information.
• Interact respectfully with emotionally ill patients and family members.
• Coordinate services requested by patients, families, or internal customers by working with other departments.
• Perform other duties as assigned.

Benefits

• PPO medical plan, available from day one at no cost for full-time employee-only coverage.
• 100% coverage for preventive healthcare with no copay.
• Paid time off available from 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.
• Healthcare, paid holidays, on-site childcare, and merit increases are mentioned in the company overview.

What This Job Offers

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