Access Service Representative I - CPAS

UT Southwestern Medical Center; Dallas (TX); On-site; USD 36,000 - 54,000; Full time

Job summary

UT Southwestern Medical Center in Dallas, TX seeks a patient appointment scheduler to provide exceptional customer service in a large contact center. You will facilitate appointment scheduling, relay critical information, and coordinate care across clinics with accuracy and professionalism.

The role requires handling demographic and insurance data in EMR, verifying insurance coverage, and assisting with referrals.

Qualifications

• High School Diploma or equivalent preferred.
• Associate's Degree or Bachelor's Degree in a related field.
• Relevant experience in healthcare and/or contact center is preferred.

Responsibilities

• 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, families, physicians, and staff.
• Schedules patient appointments based on clinical protocols with a high degree of accuracy.
• Completes detailed patient demographic and insurance information in the EMR system.
• Verifies insurances currently accepted and provides resources for patients regarding coverage.
• Acts as a liaison with physician offices to obtain referrals for the patient.
• Escalates to Referral Nurse Team to ensure appropriate care.
• Documents patient communications and routes calls as needed.
• Collects clinic-specific medical records and scans into the EMR.
• Transcribes external referrals, demographics, and clinical information into the EMR.
• Answers questions about specialty programs and clinics and promotes UT Southwestern services.
• Performs other duties as assigned.

Skills

Customer service

Healthcare experience

Call center experience

Education

High School Diploma Or Equivalent

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

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!

Required

EXPERIENCE AND EDUCATION

• High School Diploma Or Equivalent Preferred
• Associate's Degree in a related field or Bachelor's Degree in a related field
• 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 AND EEO STATEMENT

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.

Primary Location

Texas-Dallas-5323 Harry Hines Blvd

Work Locations

5323 Harry Hines Blvd

Job

Clinical

Organization

701009 - Amb-CTRLZD SVCS PAS

Schedule

Full-time

Shift

Day Job

Employee Status

Regular

Job Type

Standard

Job Posting

Aug 17, 2026, 10:36:29 PM