Patient Access Representative-Intermediate

This position is currently a work from home position, in a high-volume Inbound call center. Candidates will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. The Onboarding/Training program will occur both remotely and in the office over a period of 6-8 weeks. Access Specialist may be required to work in office at least twice a year or as needed.

• Bilingual is preferred, but not required
• Excellent Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Strong Customer service orientation
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Proficient typing and keyboarding skills with basic knowledge of Microsoft Office Suite

Education: High School Diploma is required.

• Responsible for handling a high volume of patient and clinical business calls averaging 60-65 calls per day.
• 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.
• Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols.
• Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff.
• Assigned to service calls for a primary and at least 1 additional clinic.
• Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns.
• Completes outbound calls, 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.
• Participate in ongoing technical, customer service, and other training to continually improve skills.
• Contributes to training plan for call center agents and Access Call Center improvement initiatives.
• 1st level contact for escalated patient issues, exercising conflict resolution skills
• 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.