Patient Access Lead: Scheduling & Coaching

uthscsa.edu; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

UT Health San Antonio is seeking a Call Center Team Lead to serve as the primary point of contact for Access Center Specialists, delivering coaching, feedback, and scheduling guidance to ensure high-quality patient service.

The role oversees workflow for outbound calls, audits performance, ensures HIPAA compliance, and partners with the Access Center Supervisor to optimize schedules and staff coverage.

Qualifications

• Four (4) years of customer service experience in a call center and/or healthcare clinical setting.
• Knowledge of scheduling guidelines and clinical protocols.

Responsibilities

• Provide an exceptional and positive patient experience to every caller in line with UT Health Patient Experience program.
• Maintain up-to-date knowledge of patient registration, scheduling, and department protocols.
• Provide leadership support for multiple clinical departments and Access Specialists.
• Lead and manage workload for outbound call scheduling based on referrals and ensure adherence to processes.
• Resolve After Hour Access patient concerns or urgent situations as needed.
• Collaborate on scheduling changes to meet UT Health Standards.
• Manage telephone coverage and ensure coverage during lunches or staffing shortages.
• Conduct call audits and provide immediate feedback and coaching.
• Serve as a resource to agents for questions and scheduling guidelines; liaise with clinics to resolve issues.
• Assist in training and onboarding of new team members and re-training of existing staff.
• Plan and coordinate daily outbound calls to schedule patients per referrals.
• Provide motivational coaching to improve performance of Access Specialists.
• Maintain professional demeanor in all interactions; participate in ongoing training.
• Adapt to operational changes as needed and comply with policies including HIPAA.
• Meet attendance expectations per UT Health policies.
• Perform other duties as assigned.

Skills

Verbal and written communication

Problem analysis and solving

Conflict Resolution

Organizational skills

Teamwork

Typing/keyboarding

Microsoft Office

Bilingual preferred

Job description

UT Health San Antonio is seeking a Call Center Team Lead to serve as the primary point of contact for Access Center Specialists, delivering coaching, feedback, and scheduling guidance to ensure high-quality patient service.

The role oversees workflow for outbound calls, audits performance, ensures HIPAA compliance, and partners with the Access Center Supervisor to optimize schedules and staff coverage.