Contact Center Agent (Entry Level - Dental Practice Plan Dept.)

Responsibilities

• Handle a high volume of patient and clinical business calls.
• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with the UT Health Patient Experience program.
• Schedule appointments for new and existing patients following assigned clinic scheduling guidelines and protocols.
• Assist patients with questions, concerns, medication refills, and send messages to the appropriate provider or clinical staff.
• Complete outbound calls to schedule patients, adhering to processes and procedures of those assignments.
• Meet or exceed UT Health metrics for contact‑center performance standards, focusing on quality, accuracy, and timeliness of every call.
• Maintain expert knowledge to provide exceptional service and appointment scheduling for all clinical areas.
• Maintain call quality assessment scores of 95%–100% consistently.
• Demonstrate professional demeanor in appearance and behavior in all work‑related interactions, whether in person or virtual.
• Participate in ongoing technical, customer service, and other training to continually improve skills.
• Adapt to ongoing operational changes based on business needs.
• Comply with all clinical policies, procedures, and HIPAA regulations.
• Meet or exceed time and attendance expectations as defined in UT Health Attendance Policies.
• Perform other duties as assigned.

Qualifications

• Outstanding verbal and written communication skills.
• Strong listening skills, situation analysis, and creative problem‑solving.
• Excellent customer‑service orientation.
• Conflict‑resolution skills and the ability to stay calm under pressure.
• Strong organizational skills and attention to detail.
• Ability to work well within a team and adapt to changing situations.
• Flexibility to work with staggered/assigned schedules.
• Proficiency in typing and keyboard skills.
• Ability to learn and operate call‑center software and electronic health record systems.
• Strong multitasking ability; use of technology and multiple resources.
• Outstanding phone etiquette with skills to navigate inbound/outbound calls, chat, email, and text.
• Bilingual (Spanish/English) preferred but not required.

Education

High school diploma or GED is required.

Required Skills

• One (1) year of customer‑service experience in a customer‑ or patient‑oriented industry.

About Us

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top‑tier public research university that unites higher education, biomedical discovery, and healthcare within one visionary institution. As the third‑largest research university in Texas and a Carnegie R1‑designated institution, UT San Antonio is a model of access and excellence—advancing knowledge, social mobility, and public health across South Texas and beyond. The university serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education, and more. With 17,000 faculty and staff, UT San Antonio has been recognized by Forbes as one of America’s Best Employers for Company Culture.

Benefits Overview

• Medical: UT SELECT Medical insurance is offered free for employees (administered by Blue Cross and Blue Shield of Texas); family members can be added via payroll deduction, with discounted copays and coinsurance when using UT Health Physicians.
• Life & AD&D Insurance: $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance provided at no cost, with optional additional coverage at group rates.
• Dental: Three dental plan options (two PPOs and one HMO) through Delta Dental Insurance Company; PPO plans allow choice of any licensed dentist.
• Vision: Fully insured vision care benefits offered by Superior Vision Services, with two plan options (standard or enhanced).
• Disability: Disability Insurance provides income if a non‑work‑related illness or injury prevents you from working.
• Flexible Spending Accounts (FSAs): Options to set aside pre‑tax dollars for dependent day‑care expenses or out‑of‑pocket health care costs.
• Retirement: Eligibility for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP), plus voluntary retirement programs with multiple plan providers.
• Time Off: Front‑loaded Paid Time Off (128–208 hours based on service years), an Extended Illness Bank (8 hours accrued per month), Paid Family Leave (up to 240 hours after 6 months of employment), and 12 paid holidays.
• Discounts: Employees enjoy discounts on services, tickets, and gym memberships.