Patient Access Representative-Intermediate

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