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 is required.
The University of Texas at San Antonio (UT San Antonio) is a nationally
recognized, top-tier public research university that unites the power of higher
education, biomedical discovery and healthcare within one visionary institution.
As the third-largest research university in Texas and a Carnegie R1-designated
institution, UT San Antonio is a model of access and excellence — advancing
knowledge, social mobility and public health across South Texas and beyond. UT
San Antonio serves approximately 42,000 students in 320 academic programs
spanning science, engineering, medicine, health, liberal arts, AI,
cybersecurity, business, education and more. With 17,000 faculty and staff, UT
San Antonio has been recognized by Forbes as one of America’s Best Employers for
Company Culture.
Benefits Overview
UT Health San Antonio offers an excellent benefits package for its employees.
Employees who work at least 20 hours a week, with an appointment of at least 4.5
months, are eligible for benefits.
Medical - UT SELECT Medical insurance is offered free for employees and
administered by Blue Cross and Blue Shield of Texas. Family members can be added
to the plan through payroll deduction. Employees and their dependents can also
receive discounted copays and coinsurance when using UT Health Physicians, a
network of 800 premier physicians including more than 100 specialists. Employees
receive $50,000 of group term life insurance and $50,000 of basic accidental
death and dismemberment insurance for free, with options to purchase additional
employee and dependent coverage for both at group rates.
Dental - Three dental insurance plan options are available for employees and
their families through Delta Dental Insurance Company, two PPOs and one dental
HMO plan. Both PPO plans allow employees to choose any licensed dentist.
Vision - Fully insured Vision Care benefits are offered by Superior Vision
Services. Two vision plan options that offer either standard or enhanced vision
benefits.
Disability - Employees can enroll in the Disability Insurance which provides
income if a non-work related illness or injury prevents you from working.
FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside
money from earnings before taxes for qualifying dependent day care expenses or
out-of-pocket health care expenses.
Retirement - Employees are eligible for either the Teacher Retirement System
(TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement
plan which UT Health matches employee contributions. ORP is for eligible faculty
staff employees. Voluntary retirement programs are also available to invest
before- or after-tax dollars with the choice of five quality retirement plan
providers.
Time Off - A generous leave program offers multiple paid leave options:
Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off
based on years of service, given at the start of each fiscal year. PTO may be
prorated in year one based on date of hire.
Extended Illness Bank: 8 hours (1 day) accrued per month which can be used
for illness or injury after one day of Paid Time Off is taken.
Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or
parent after 6 months of consecutive employment.
Holidays: 12 set paid holidays each year.
Discounts - Employees enjoy a range of discounts on services, tickets, and gym
membership.
EEO Statement
UT Health San Antonio is an equal employment opportunity and affirmative action
employer. It is our policy to promote and ensure equal employment opportunity
for all individuals without regard to race, color, religion, sex, gender
identity, national origin, age, sexual orientation, disability, or veteran
status.