Patient Access Specialist - Access Center

About the role

The Patient Access Specialist represents the voice of UTMB, creating a nurturing, competent, and confident atmosphere for all callers to the Access Center. The role requires skill in determining caller needs while maintaining a seamless experience, even when navigating multiple functions and departments.

Responsibilities

• Provide high-level customer service for a 24/7, 365-day call center.
• Answer high volumes of calls while multitasking to schedule appointments and assist callers.
• Promote positive and professional communication.
• Analyze caller concerns and determine the best course of action to resolve issues.
• Serve as a gateway to appointment scheduling for UTMB clinics.
• Efficiently communicate caller requests and determine optimal solutions.
• Cancel and reschedule appointments based on patient needs and clinic guidelines.
• Escalate patient concerns and issues using defined processes.
• Preregister patients as required, obtaining and updating patient demographics and insurance information.
• Work with Access Center nursing staff to quickly identify and resolve urgent patient issues.
• Listen to and re-emphasize caller concerns to ensure accurate triage and effective communication.
• Facilitate physician consultation requests and assist with patient referrals when appropriate.
• Use software applications (e.g., AMCOM, EPIC, Invision, CECC) to store and manage patient information and facilitate care.
• Utilize multiple media applications in unison to resolve caller concerns and understand the purpose and proper use of each system.
• Enforce UTMB regulations and guidelines when utilizing systems.
• Demonstrate knowledge of the institution, clinical departments, resources, locations, scheduling guidelines, personnel resources, and age- or disease-specific guidelines.
• Understand and explain scheduling processes for all clinic areas.
• Utilize software applications for making appointments.
• Apply critical thinking to determine call priority and support nursing intervention.
• Enhance customer confidence by expediting caller concerns to the appropriate individuals.
• Facilitate the consumer online appointment request system.

Requirements

• Associate’s degree and no experience, or an equivalent combination of education and experience.
• Preferred: Previous experience in a healthcare setting and/or high-volume call center environment.

Skills

• Proficiency in AMCOM, EPIC, Invision, CECC, and other patient information management systems.
• Ability to multitask in a high-volume call center environment.
• Strong communication, critical thinking, and problem-solving skills.
• Knowledge of scheduling processes, clinic guidelines, and institutional resources.
• Empathy and professionalism in customer interactions.

Working Environment / Equipment

• Standard office environment.
• Standard office equipment.

Schedule

Onsite position, Monday through Friday, 8:00 AM – 5:00 PM, including holidays. Employees may qualify for hybrid and/or remote scheduling after successful completion of training and meeting performance expectations.