Patient Access Specialist - Access Center

Minimum Qualifications: Associate’s degree and no experience. An equivalent combination of education and relevant experience may be considered.

Qualifications

• Associate’s degree (required)
• Previous experience in a healthcare setting and/or high-volume call center environment (preferred)

About the role

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

Responsibilities

• Provides high-level customer service for a 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 nurture callers’ needs
• Analyzes caller concerns and determines the best course of action to resolve them
• Serves as the gateway to appointment scheduling for a large number of UTMB clinics
• Efficiently communicates callers’ requests and determines the best solution
• Able to cancel and reschedule appointments based on patients’ needs and clinic guidelines
• Escalates patient concerns and issues utilizing defined processes
• Able to pre-register patients as required; obtains and updates patient demographics and insurance information to ensure accuracy
• 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 communication
• Facilitates physician consultation requests and assists with patient referrals when appropriate
• Is knowledgeable and proficient in the use of AMCOM, EPIC, InVision, CECC, and other software applications used 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 systems
• Is knowledgeable of the entire institution, including all clinical departments, resources, locations, contact information, scheduling guidelines, personnel resources, age-specific guidelines, disease-process-specific guidelines, and basic guidelines related to consumer health plans
• Is knowledgeable and proficient in the scheduling process for all clinic areas
• Understands procedures for each clinic and educates the caller
• Skilled at utilizing software applications for making appointments
• Utilizes critical thinking to determine call priority to support nursing intervention
• Enhances customer confidence by expediting callers’ concerns to appropriate individuals
• Crucial to the facilitation of the consumer online appointment request system
• Performs related duties as required

Working Environment

• Standard office environment
• Standard office equipment

Schedule

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