About the Role
Title: Patient Access Representative-Intermediate
Location: San Antonio United States
Job Description:
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.
Responsibilities
- 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.
Qualifications
- 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 or equivalent
EXPERIENCE:
- One (1) year of customer service experience
- Clinical or Health care experience is preferred with some knowledge in medical terminology
Required Skills
One (1) year of customer service experience and one (1) year of experience in a healthcare and/or clinical setting environment