Patient Access Specialist - Access Center (M-F, 8AM-5PM)

About the role

The Patient Access Specialist represents the voice of UTMB, creating a nurturing, competent, and confident voice atmosphere for all callers to the Access Center. This role requires skill 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 a 24/7, 365-day Call Center
• Answers a 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 callers to nurture their needs
• Analyzes caller concerns and determines the best course of action to resolve and address their concerns
• Efficiently communicates callers' requests and determines the best solution
• Able to cancel and reschedule based on patients' needs and clinic guidelines
• Escalates patient concerns and issues, utilizing defined processes
• Able to preregister patients as required; obtain patient demographics and insurance information and updates as required
• Works with Access center nursing staff to quickly identify and resolve urgent patient issues
• Facilitates physician consultation requests and assists with patient referrals when appropriate
• Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system

Requirements

• Associate's degree and no experience, or an equivalent combination of education and experience relevant to the role
• Previous experience in a healthcare setting and/or high-volume call center environment preferred

Qualifications

• 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
• Knowledgeable of the entire institution, all clinical departments and resources, locations, contact information, scheduling guidelines, personnel resources, area-specific guidelines, age-specific guidelines, disease process-specific guidelines, and basic guidelines related to consumer health plans
• Skilled at utilizing software applications for making appointments
• Utilizes critical thinking to determine call priority to support nursing intervention

Work Environment and Equipment

Standard office environment and equipment.

Pay and Schedule

Actual salary commensurate with experience. This is an onsite position, with a schedule of 8:00 AM - 5:00 PM.