Patient Access Specialist - Access Center (Friday - Monday)

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

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 preregister patients as required; obtain and update 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.
• 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-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.

Requirements

• Preferred: Previous experience in a healthcare setting and/or high-volume call center environment.

Working Environment

Standard office environment with standard office equipment.

Schedule

Onsite position, Friday through Monday, 7:00 AM - 6:00 PM. Includes holidays. Employees may qualify for hybrid and/or remote scheduling after successful completion of training and performance expectations.