Patient Access Rep – Lead

Jobtailor; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

UT Health San Antonio is seeking a dedicated Access Center professional to deliver exceptional patient experiences, oversee scheduling protocols, and coordinate outbound calls for referrals. The role emphasizes leadership, coaching, and adherence to HIPAA in a busy healthcare call center environment.

The incumbent will ensure accurate patient registrations, provide training support, and liaise between clinics and Access Specialists to resolve scheduling issues.

Qualifications

• Verbal and written communication skills
• Active listening skills
• Problem analysis and problem solving
• Conflict resolution and decision making
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Proficient typing and keyboarding skills
• Advanced knowledge in Microsoft Office Suite
• Bilingual preferred, but not required
• High School Diploma is required
• 4 years of customer service experience in a call center and/or healthcare setting is required

Responsibilities

• Provide an exceptional and positive patient experience to every caller
• Maintain up-to-date knowledge of patient registration, appointment scheduling, and department protocols
• Provide leadership support for multiple clinical departments and assigned Access Specialists
• Manage workflow for outbound call assignments to schedule patients based on referrals
• Resolve After Hour Access patient concerns or urgent situations as needed
• Review, communicate, and monitor specialist schedule changes, including breaks and lunches, with the Access Center Supervisor or Manager
• Provide telephone coverage during lunches and staffing shortages
• Conduct call audits and provide immediate feedback and coaching
• Serve as a knowledgeable resource for call center agents on job knowledge, scheduling guidelines, and clinical protocols
• Liaise between Access Specialists and clinics to resolve scheduling errors and patient issues
• Assist with onboarding and retraining team members under Supervisor direction
• Coordinate daily outbound-call tasks and ensure adherence to processes and procedures
• Provide motivational coaching and mentoring to improve Access Specialist performance
• Attend ongoing technical, customer service, and other training
• Adapt to operational changes based on business needs
• Comply with clinical policies, procedures, and HIPAA requirements
• Meet attendance expectations under UT Health Attendance Policies
• Perform other duties as assigned

Skills

Verbal communication

Active listening

Problem solving

Conflict resolution

Organizational skills

Attention to detail

Adaptability

Teamwork

Typing

Microsoft Office Suite

Bilingual communication

Education

High School Diploma

Tools

Microsoft Office Suite

Job description

• Provide an exceptional and positive patient experience to every caller
• Maintain up-to-date knowledge of patient registration, appointment scheduling, and department protocols
• Provide leadership support for multiple clinical departments and assigned Access Specialists
• Manage workflow for outbound call assignments to schedule patients based on referrals
• Resolve After Hour Access patient concerns or urgent situations as needed
• Review, communicate, and monitor specialist schedule changes, including breaks and lunches, with the Access Center Supervisor or Manager
• Provide telephone coverage during lunches and staffing shortages
• Conduct call audits and provide immediate feedback and coachingServe as a knowledgeable resource for call center agents on job knowledge, scheduling guidelines, and clinical protocols
• Liaise between Access Specialists and clinics to resolve scheduling errors and patient issues
• Assist with onboarding and retraining team members under Supervisor direction
• Coordinate daily outbound-call tasks and ensure adherence to processes and procedures
• Provide motivational coaching and mentoring to improve Access Specialist performance
• Attend ongoing technical, customer service, and other training
• Adapt to operational changes based on business needs
• Comply with clinical policies, procedures, and HIPAA requirements
• Meet attendance expectations under UT Health Attendance Policies
• Perform other duties as assigned

Requirements

• Verbal and written communication skills
• Active Listening skills
• Problem analysis and problem solving
• Conflict Resolution and decision making
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Proficient typing and keyboarding skills
• Advanced Knowledge in Microsoft Office Suite
• Bilingual preferred, but not required
• High School Diploma is required
• 4 years of customer service experience in a call center and/or healthcare setting is required

Demonstrates strong leadership and coaching abilities to enhance team performance while ensuring exceptional patient experiences through effective communication and problem-solving skills. Proficient in managing workflows and adhering to clinical protocols in a call centre environment.

Highest-signal resume keywords

• Customer Service Experience
• Leadership Support
• Call Audits
• Microsoft Office Suite
• Bilingual Communication

Hard Skills

• Patient Registration
• Appointment Scheduling
• Typing Skills
• Call Center Operations
• Clinical Protocols

Soft Skills

• Verbal Communication
• Active Listening
• Problem Solving
• Conflict Resolution
• Organizational Skills

Industry Keywords

• HIPAA Compliance
• Healthcare Setting
• Access Specialists
• Patient Experience
• Teamwork