Patient Access Rep-Lead

About the Role

The Call Center Team Lead is the primary point of contact for assigned Access Center Specialists when they need assistance regarding incoming patient requests, including complex inquiries and requests. This individual will also provide Access Specialists with feedback and coaching in the areas of productivity and quality of service.

Responsibilities

• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.
• Maintain up to date knowledge in the areas of patient registration, appointment scheduling and department protocols in accordance with the clinical departments scheduling guidelines.
• Provide leadership support for multiple clinical departments and Access Specialists assigned to those departments.
• Provide leadership and manage workflow for outbound call assignments to schedule patients based on referrals received, ensuring staff are adhering to processes and procedures.
• Provide leadership support to resolve After Hour Access patient concerns or urgent situations as needed.
• Together with Access Center Supervisor or Manager, review, communicate, and monitor changes to specialist schedules including breaks and lunches to ensure UT Health Standards are met.
• Be responsible for telephone coverage – lunches and when short staffed in any area of responsibility.
• Conduct Call Audits for assigned agents, providing immediate feedback and coaching.
• Be a knowledgeable resource to call center agents helping with questions, job knowledge or scheduling guidelines and clinical protocols.
• Serve as a liaison between Access Specialists and clinics to resolve scheduling errors and patient issues.
• Assist in coordinating training/onboarding of new team members and re-training of existing Specialists, under direction of Supervisor.
• Coordinate and plan daily tasks for outbound calls made to schedule patients based on referrals received, ensuring all specialists are adhering to processes and procedures of those assignments.
• Provide effective motivational coaching and mentoring to improve the performance of Access Specialists.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Attend/complete all ongoing technical, customer service, and other training to continually improve skills.
• Adapt to ongoing operational or changes based on business needs.
• Comply with all clinical policies and procedures and HIPAA compliance.
• Demonstrate personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies.
• Perform other duties as assigned.

Qualifications

• Verbal and written communication skills
• Active listening skills
• Problem analysis and problem solving
• Conflict resolution – decision making
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Proficient typing and keyboarding skills
• Advanced knowledge in Microsoft Office Suite
• Bilingual preferred, but not required

Education & Experience

• High School Diploma required
• 4 years of customer service experience in a call center and/or healthcare setting required

About Us

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of 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. UT San Antonio 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

• Medical – UT SELECT Medical insurance offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added through payroll deduction. Employees and dependents receive discounted copays and coinsurance when using UT Health Physicians.
• Life & AD&D – $50,000 group term life insurance and $50,000 basic accidental death and dismemberment insurance provided free, with options to purchase additional coverage.
• Dental – Three dental insurance plan options available through Delta Dental Insurance Company (two PPOs and one dental HMO).
• Vision – Fully insured vision care benefits offered by Superior Vision Services with two plan options (standard or enhanced).
• Disability – Disability Insurance available to provide income if a non-work related illness or injury prevents you from working.
• FSAs – Flexible spending accounts to set aside pre-tax money for qualifying dependent day care or out-of-pocket health care expenses.
• Retirement – Eligibility for either Teacher Retirement System (TRS) defined benefit plan with UT Health matching contributions, or Optional Retirement Plan (ORP) for eligible faculty staff employees. Voluntary retirement programs also available.
• Time Off – Front-loaded Paid Time Off: 128–208 hours (16–26 days) based on years of service, given at start of each fiscal year (prorated in year one). Extended Illness Bank: 8 hours (1 day) accrued per month. Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment. 12 set paid holidays each year.
• Discounts – Range of discounts on services, tickets, and gym membership.