Patient Access Rep-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.

• Responsible 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.

• 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 required

Education: HS Diploma is required.