Job Posting Title:

Health Access Partner and Patient Access Representative Captain, Access Center, UT Health Austin

----

Hiring Department:

Dell Medical School

----

Position Open To:

All Applicants

----

Weekly Scheduled Hours:

40

----

FLSA Status:

Non-Exempt

----

Earliest Start Date:

Immediately

----

Position Duration:

Expected to Continue

----

Location:

UT MAIN CAMPUS

----

Job Details:

Purpose

This position involves direct and indirect patient care in the UT Austin Health Access Center.The Access Center Health Partner Captain will supervise the Access and Outcomes Center staff/ Patient Access Representatives. It will provide the highest customer service level utilizing outstanding communication skills ensuring all contacts have an exceptional experience. Additionally, the position will be responsible for creating a positive patient experience through patient assistance in the waiting, lobby, and financial services areas and is responsible for assisting with the overall patient flow through the clinics.

Responsibilities

• Lead by example and provide a professional representation of Access and Outcomes Center

• Provide daily direction and support of Health Access Partners or Patient Access Representatives

• Promote an environment of teamwork and positivity

• Acquire the skills and knowledge required to perform all Health Access Partner roles* including Medical Records, Surgery Scheduling, and other future Health Access Partner expanded roles.

• Motivate, recognize, train, and problem solve

• Maintain satisfactory attendance

• Provide support to meet needs of Access Center during periodic staffing shortage planned or unplanned

• Maintain knowledge of Health Access Partner job responsibilities

• Assist Health Access Partners with difficult situations and escalate as needed

• Proactively identify areas of improvement.

• Provide insight and solutions for improved workflows as needed

• Execute ways to increase productivity while ensuring employee satisfaction is maintained

• Capable of monitoring contact center platform system CCSP (Ensure adequate staff are available to support call volume in all Queues)

• Perform, facilitate and coordinate new hire training utilizing UTHA Access and Outcomes training competency as a guide

• Provide training as needed when new processes and procedures are developed

• Schedule/Participate in routine team huddles.

• Report and monitor resolution of technical issues promptly utilizing the established UTHA information technology ticket reporting system and perform follow-up if ticket resolution is not within an optimal timeframe.

• Serve as a go-to "subject matter expert" for Health Access Partners/Patient Access Representatives and escalate workflow issues as needed.

• Monitor staff performance and efficiency based on responsibilities assigned to Access and Outcomes Center and discuss findings with Access Center Supervisor

• Monitor staffing needs for workload purposes, including task allocation and assignment of specific tasks to achieve max optimal results and efficiency

• Be a resource for Nurse/Program Managers to help resolve concerns promptly.

• May perform call quality review.

• Participate in new hire selection process

• Perform document management control duties. Maintain and update all Access and Outcomes Center training materials. Ensure all reference tools are up to date and provide Health Access Partners with reliable, current information.

• Provide an exceptional arrival experience to include welcoming, greeting, and orienting patients and visitors. Extends a warm and caring approach to all clinic patients with respect for the diversity of all patients. Assist in patient scheduling for multiple specialty integrated practice units, surgeries, and diagnostic imaging. Supervise staff that performs referral processing coordination, insurance verification, appointment confirmations, cancellations, and reschedules.

• Oversee and lead Patient Access Representatives and student workers. Provide ongoing education, training, and oversight, ensuring appropriate supervision and utilization of all staff. Perform, facilitate and coordinate new hire training utilizing UTHA Access and Outcomes training competency as a guide. Provide training as needed when new processes and procedures are developed.

• Assist with patient registration upon arrival and assist with the checkout process. Facilitate patient flow and communicate delays with patients and clinical staff.

• Help patients navigate throughout the clinic facilities by giving clear instructions, directions, and resources available to them. Assist patients with mobility issues and collaborate with patient transportation to exceed patient and caregivers' expectations.

• Support staff and patient safety throughout clinics. Assist in maintaining clinic cleanliness of patient waiting for areas/lobbies throughout the day.

• Serve as a subject matter expert for Patient Access Representative, Patient Financial Services Staff, and student workers, escalate workflow issues as needed, monitor staff performance and efficiency based on responsibilities assigned.

• Additional duties as assigned.

Required Qualification s
High school graduation or GED. Supervisory or Leadership experience in a healthcare setting or an equivalent combination of education and experience. Call center, referral management, and registration experience are required. Must have a working knowledge of Electronic Practice Management systems to include scheduling and general billing functions. Capable of documenting patient communication, referral notations, and clinical chart notes accurately and appropriately. Professional verbal and written communication. Ability to anticipate needs and follow through with internal and external customers. Exceptional customer services skills, awareness, and phone etiquette. Ability to follow directions. Ability to communicate effectively with the patient and the healthcare team, including explaining registration policies and procedures. Must be able to interpret basic medical terminology and have proficiency in the use of necessary math skills. Ability to maintain and respect the confidential nature of medical information. Ability to use experience and judgment to plan and accomplish goals. Must have the ability to read and interpret documents such as charts, safety rules, operating and maintenance instructions, and procedure manuals. Ability to function in a fast-paced environment. Good organizational, problem solving, and critical thinking skills. Knowledge of operating a multi-phone system or electronic telephone software system. Proficient use of computers. Ability to be flexible and assignments a multi-task as needed. Effective organizational skills. The Dell Medical School is especially interested in qualified candidates who can contribute to excellence within the learning health system.
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
Experience working with Electronic Health Records. Experience working in a multi-specialty setting. Experience with occupational health. Experience with scheduling surgeries. Experience with scheduling diagnostic imaging. Experience with obtaining insurance authorizations. Associates degree in a health-related field of study. Experience in a supervisory role.
Salary Range
$47,850 depending on qualifications
Working Conditions
Standard Office Environment
Repetitive use of keyboard at a workstation

Required Materials
Resume/CV
3 work references with their contact information; at least one reference should be from a supervisor
Letter of interest
I mportant for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

----

Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

----

Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

----

Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

----

Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

----

Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

----

Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

----

E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

----

Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.