Patient Access Center Team Lead

UT Health San Antonio; San Antonio (TX); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Retirement Plan

Paid Time Off

Holidays

Job summary

UT Health San Antonio is seeking a Call Center Team Lead to serve as the primary escalation and coaching contact for Access Center Specialists handling patient requests, scheduling, and complex inquiries. You will supervise daily workflows, provide feedback, ensure HIPAA compliance, and coordinate training while maintaining high patient experience and adherence to UT Health standards.

This role requires strong communication, problem solving, and leadership across multiple clinical departments,

Qualifications

• Four years of customer service experience in a call center and/or healthcare clinical setting.
• Experience coordinating scheduling and understanding clinical protocols.

Responsibilities

• Provide exceptional patient experience and support across multiple clinical departments.
• Lead workflow for outbound calls, scheduling, and referrals with adherence to processes.
• Conduct call audits, provide real-time feedback, and coach Access Specialists.
• Mentor onboarding/training of new team members and ongoing staff development.
• Communicate scheduling changes and ensure HIPAA compliance and policy adherence.
• Demonstrate professional demeanor and participate in ongoing training to improve skills.

Skills

Verbal & Written Communication

Problem Solving

Conflict Resolution

Organizational Skills

Teamwork

Typing & Keyboarding

Microsoft Office Suite

Bilingual (preferred)

Job description

UT Health San Antonio is seeking a Call Center Team Lead to serve as the primary escalation and coaching contact for Access Center Specialists handling patient requests, scheduling, and complex inquiries. You will supervise daily workflows, provide feedback, ensure HIPAA compliance, and coordinate training while maintaining high patient experience and adherence to UT Health standards.

This role requires strong communication, problem solving, and leadership across multiple clinical departments,