Call Center Agent (Surgical Oncology MCC)

About the role

Under general supervision, responsible for providing all elements of scheduling and registration support to a clinic.

Responsibilities

• Provides telephonic support to the clinic; schedules appointments, documents patient messages, maintains physician schedule/template, enters referrals, informs patients of financial obligations such as copay/balances, and coordinates interpreter services.
• Verifies and/or creates all elements of registration and insurance information for established or new patients at each point of patient contact, updating when necessary.
• Streamlines the message management process by documenting requests in the system; gathers all information appropriately and prioritizes messages based on urgency.
• Assists patients with any questions or concerns; attempts to resolve all patient issues or concerns prior to them becoming patient complaints; if unable to fully respond to patient, contacts someone to assist patients.
• May provide backup support/coverage to front desk when clinics are short staffed.
• Performs all other duties as assigned.
• Will answer both inbound and complete outbound calls.

Requirements

• High school diploma or GED is required.
• Three (3) years of related experience is required; clinical experience is preferred.

Qualifications

• Demonstrates the ability to support the mission, vision and patient promise throughout all interactions the UT Health Way.
• Demonstrates analytical thinking – this role requires analyzing information and using logic to coordinate work within schedule constraints and handle emergent requirements in a timely manner.
• Demonstrates creativity and alternative thinking; able to develop new ideas supportive of the UT Health Way.
• Excellent verbal, written and interpersonal communication skills.
• Ability to prioritize messages based on urgency.

Skills

• Proficient computer skills using Microsoft Office and database programs.

Benefits

• Medical - UT SELECT Medical insurance offered free for employees and administered by Blue Cross and Blue Shield of Texas; family members can be added via payroll discount; discounted copays/coinsurance when using UT Health Physicians network.
• $50,000 group term life insurance and $50,000 basic accidental death and dismemberment insurance free, with options to purchase additional coverage at group rates.
• Dental - Three dental insurance plan options (two PPOs, one HMO) through Delta Dental Insurance Company.
• Vision - Fully insured Vision Care benefits by Superior Vision Services; two plan options (standard or enhanced).
• Disability - Income protection if a non‑work related illness or injury prevents work.
• FSAs - Flexible spending accounts for dependent day care or out‑of‑pocket health care expenses.
• Retirement - Eligible for Teacher Retirement System (TRS) or Optional Retirement Plan (ORP); UT Health matches employee contributions to TRS; voluntary retirement programs with five quality providers.
• Time Off - Front‑loaded Paid Time Off: 128‑208 hours (16‑26 days) based on years of service, prorated in year one; Extended Illness Bank: 8 hours (1 day) accrued per month after one day of PTO taken; Paid Family Leave: up to 240 hours (6 weeks) after 6 months consecutive employment; 12 set paid holidays each year.
• Discounts - Range of discounts on services, tickets, and gym membership.