Access Service Representative I - CPAS

The University of Texas Southwestern Medical Center; Dallas (TX); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

PPO medical plan day one

100% preventive care coverage

Paid Time Off from day one

Retirement Programs through TRS

Paid Parental Leave

Wellness programs

Tuition Reimbursement

PSLF Qualified Employer

Job summary

UT Southwestern Medical Center in Dallas, TX seeks a patient service specialist to facilitate appointment scheduling and information exchange in a large contact center. You will handle inbound/outbound calls with courtesy, verify demographics and insurance data, and coordinate referrals with care teams.

The role emphasizes accurate EMR documentation, strong customer service, and collaboration with physicians, staff, and insurance providers to support patient care.

Qualifications

• High School Diploma or equivalent.
• Associate's or Bachelor's degree preferred.
• Healthcare or contact center experience preferred.

Responsibilities

• Supports at least one clinic or service line as a first contact via calls per guidelines.
• Provides courteous, professional service to patients, families, and staff.
• Schedules appointments based on clinical protocols with high accuracy.
• Enters demographic and insurance data into the EMR for appointments.
• Verifies insurances and informs patients about coverage.
• Acts as liaison to obtain referrals and coordinates with nurse team as needed.
• Documents and routes patient communications and escalates as required.
• Collects and routes clinic medical records and scans into EMR.
• Transcribes external referrals and patient demographics into EMR.
• Answers questions about programs and mails materials to patients.
• Performs other duties as assigned.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Education

High School Diploma or equivalent

Associate's Degree in related field

Bachelor's Degree in related field

Tools

EMR system

Job description

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

Works under general supervision to provide exemplary customer service to accurately facilitate patient appointment scheduling and relay of critical information and questions in a large contact center environment. Additional responsibilities include referral transcription, patient care coordination of clinical necessity, medical record documentation, and patient financial responsibilities.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education

High School Diploma or equivalent

Preferred

• Education

Associate's Degree in a related field or
Bachelor's Degree in a related field

Experience

• Experience

Relevant experience in a healthcare and/or contact center is preferred.

JOB DUTIES

• Supports at least one clinic or service line as a first point of contact by answering inbound calls and/or making outbound calls according to established guidelines.
• Provides exemplary customer service with courtesy and discretion while communicating professionally with patients, patients' families, physicians, physicians' office staff, nursing units, care management, ancillary departments, and insurance companies.
• Schedules patient appointments based on clinical protocols regarding services provided in the designated clinical area with a high degree of accuracy.
• Completes detailed and accurate patient demographic and insurance information in the electronic medical record (EMR) system regarding the purpose for the appointment request/clinic visit, symptoms or diagnosis, and selects the appropriate insurance plans and payors.
• Follows Managed Care Office guidelines to verify insurances that are currently accepted and provides resources for patients regarding their insurance coverage.
• Serves as a liaison for the patient and works closely with physician offices to obtain referrals for the patient.
• Partners with and escalates to Referral Nurse Team as a resource to ensure patients receive the right level of care at the appropriate time.
• Documents and routes patient communications appropriately, including escalating calls according to established guidelines, and directing calls to other departments, as needed.
• Collects clinic specific medical records needed for all specialty clinic appointments. Faxes release of information request on patient's behalf. Sorts received medical records by external record type and scans medical records into the EMR.
• Accurately transcribes external referrals, patient demographics, and clinical information into electronic medical record (EMR) system.
• Answers questions regarding specialty programs and clinics, promotes UT Southwestern services to callers, and mails pamphlets and other materials to patients.
• Performs other duties as assigned.

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.