Patient Access Representative-Senior

This position is currently a work from home position, in a high-volume Inbound call center. Access Specialist III will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. Access Specialist III will assist with training, and act as Level 1 Conflict Resolution for all escalated issues.Excellent verbal and written communication skills Active Listening skills Problem solving and Conflict Resolution Customer service orientation Organizational skills Attention to detail Adaptability Teamwork Proficient typing and keyboarding skills Knowledge in Microsoft Office Suite Bilingual preferred, but not requiredResponsible for handling a high volume of patient and clinical business calls averaging 40-65 calls per day. Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols. Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program. Complete registration of new patients which includes obtaining complete and accurate patient demographics, including entering and verification of subscriber insurance information. Provides back up support for multiple clinical departments. Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff. Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns. Completes outbound call to schedule patients, adhering to processes and procedures of those assignments. Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call. Maintain call quality assessment scores of 95% - 100% consistently. Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual. Attends/Completes all ongoing technical, customer service, and other training to continually improve skills. Be a knowledgeable resource to call center agents providing assistance with questions, job knowledge or scheduling guidelines and clinical protocols. 1st Level conflict resolution. Serves as a liaison between patients and clinic, including exercising knowledge and judgement to overbook appointments. Participates in training of new and existing call center agents. Participates in Access Center improvement initiatives. Adapts to ongoing operational or changes based on business needs. Responsible for complying with all clinical policies and procedures and HIPAA compliance. Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies. Performs other duties as assigned.