Patient Access Center Lead: Coaching & Ops

University of Texas Health Science Center at San Antonio; San Antonio (TX); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Disability

FSAs

Retirement

Time Off

Discounts

Job summary

The University of Texas Health Science Center at San Antonio is seeking a Call Center Team Lead to guide Access Specialists in handling patient requests, including complex inquiries, and to provide coaching on productivity and service quality.

This role oversees scheduling, training, and audits, ensures HIPAA compliance, and coordinates with supervisors to maintain staffing and patient experience standards across departments.

Qualifications

• Verbal and written communication skills.
• Problem analysis and problem solving.
• Conflict Resolution – Decision making.
• Organizational skills.
• Teamwork.
• Proficient typing and keyboarding skills.
• Advanced Knowledge in Microsoft Office Suite.
• Bilingual preferred, but not required.

Responsibilities

• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.
• Maintains up to date knowledge in patient registration, appointment scheduling and department protocols in accordance with scheduling guidelines.
• Provides leadership support for multiple clinical departments and Access Specialist assigned to those departments.
• Provide leadership and manage workflow for outbound call assignments to schedule patients based on referrals received, ensuring staff are adhering to processes and procedures.
• Provide leadership support to resolve After Hour Access patient concerns or urgent situations as needed.
• Review, communicate, and monitor changes to specialist schedules with supervisor to meet UT Health Standards.
• Responsible for telephone coverage – lunches and when short staffed.
• Responsible for conducting Call Audits for assigned agents, providing immediate feedback and coaching.
• Be a knowledgeable resource to call center agents helping with questions, scheduling guidelines and clinical protocols; liaison between Access Specialist and clinics to resolve scheduling errors.
• Assist in coordinating training/onboarding of new team members and re-training of existing Specialist, under direction of Supervisor.
• Coordinates and plan daily task for outbound calls to schedule patients based on referrals, ensuring adherence to processes.
• Provide effective motivational coaching and mentoring to improve performance.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions.
• Attends/Completes ongoing technical, customer service, and other training to improve skills.
• Adapts to ongoing operational changes as needed.
• Complies with clinical policies and HIPAA.
• Meets attendance expectations as defined in UT Health Policies.
• Performs other duties as assigned.

Skills

Verbal and written communication

Problem analysis and solving

Conflict resolution

Organizational skills

Teamwork

Typing speed/keyboarding

MS Office Suite

Bilingual preferred

Job description

The University of Texas Health Science Center at San Antonio is seeking a Call Center Team Lead to guide Access Specialists in handling patient requests, including complex inquiries, and to provide coaching on productivity and service quality.

This role oversees scheduling, training, and audits, ensures HIPAA compliance, and coordinates with supervisors to maintain staffing and patient experience standards across departments.