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:
HS Diploma or GED