Patient Access Specialist - Access Center (12:30 PM - 9 PM)

About the role

The Patient Access Specialist represents the voice of UTMB. Creates a nurturing, competent and confident voice atmosphere for all callers to the Access Center. Is skillful in determining the caller’s need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions and departments.

Responsibilities

• Provides high level customer service skills for 24/7, 365 days a year Call Center.
• Answers high volume of calls while multi‑tasking with available resources to schedule appointments and assist callers with their specific needs.
• Promotes positive and professional communication.
• Provides a professional and empathetic voice to the callers to nurture their needs.
• Analyzes caller concerns and determines best course of action to resolve and address their concern.
• Acts as gateway to appointment scheduling for large numbers of UTMB clinics.
• Efficiently communicates callers’ requests and determines the best solution.
• Cancels and reschedules appointments based on patients’ needs and clinic guidelines.
• Escalates patient concerns and issues utilizing defined processes.
• Preregiisters patients as required; obtains patient demographics and insurance information and updates as required to ensure most accurate information is on file.
• Works with Access Center nursing staff to quickly identify and resolve urgent patient issues.
• Listens to and re‑emphasizes caller concerns, ensuring accurate triage and effective communications.
• Facilitates physician consultation requests and assists with patient referrals when appropriate.
• Uses AMCOM, EPIC, Invision, CECC and other software applications to store and manage patient information and facilitate patient care.
• Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system.
• Enforces UTMB regulations and guidelines when utilizing the systems.
• Knowledgeable of the entire institution, all clinical departments and resources, locations, contact information, scheduling guidelines, personnel resources, area‑specific, age‑specific, disease‑process specific, and basic consumer health‑plan guidelines.
• Proficient in the scheduling process for all clinic areas and educates callers on procedures.
• Skilled at utilizing software applications for making appointments.
• Applies critical thinking to determine call priority to support nursing intervention.
• Enhances customer confidence by expediting callers’ concerns to appropriate individuals.
• Facilitates the consumer online appointment request system.
• Performs related duties as required (marginal or periodic functions).

Requirements

• Minimum: Associate’s degree (or equivalent combination of education and experience).
• No prior experience required; equivalent experience may be considered.
• Preferred: Previous experience in a healthcare setting and/or high‑volume call center environment.

Working Environment

Standard office environment with standard office equipment.

Pay

Salary commensurate with experience.

Schedule

On‑site position, Monday through Friday, 12:30 PM – 9:00 PM. Includes holidays. Employees may qualify for hybrid and/or remote scheduling after successful completion of training and performance expectations.