Patient Access Rep-Senior

UT Health San Antonio; San Antonio (TX); À distance; USD 25 000 - 33 000; Plein temps

Résumé du poste

UT Health San Antonio is seeking an Access Specialist III to join our high-volume inbound call center in a remote capacity. You will handle routine to complex patient inquiries, schedule appointments, verify demographics and insurance, and support multiple clinical departments while maintaining patient-focused service.

You will train others, resolve conflicts at Level 1, and uphold HIPAA compliance and performance metrics as part of UT Health's commitment to excellent patient experience.

Qualifications

• Three (3) years of customer service experience in a call center and/or healthcare/clinical setting
• Knowledge of HIPAA and patient privacy is beneficial but not stated as a requirement

Responsabilités

• Handle a high volume of patient and clinical calls (40-65 per day).
• Schedule appointments following clinic guidelines and protocols.
• Provide exceptional patient experience per UT Health Patient Experience program.
• Register new patients with demographics and insurance verification.
• Back up support for multiple clinical departments.
• Assist patients with questions, medication refills, or messages to providers.
• Perform after-hours duties for urgent health concerns.
• Complete outbound calls to schedule patients per procedures.
• Meet or exceed UT Health contact center metrics with focus on quality, accuracy, and timeliness.
• Maintain call quality scores of 95–100%.
• Demonstrate professional demeanor in all interactions, in person or virtual.
• Attend ongoing training to improve skills.
• Be a resource to call center agents for questions and scheduling guidelines.
• Engage in 1st level conflict resolution between patients and clinic.
• Participate in training of new/existing call center agents.
• Adapt to ongoing operational changes.
• Comply with clinical policies and HIPAA.
• Meet attendance expectations per UT Health policies.
• Perform other duties as assigned.

Connaissances

Excellent verbal and written comm.

Problem solving and Conflict Res.

Organizational skills

Teamwork

Proficient typing and keyboarding

Microsoft Office Suite

Bilingual preferred

Formation

HS Diploma

Description du poste

This position is currently a work from home position, in a high-volume Inbound call center. Access Specialist III will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. Access Specialist III will assist with training, and act as Level 1 Conflict Resolution for all escalated issues.

Responsibilities

• Responsible for handling a high volume of patient and clinical business calls averaging 40-65 calls per day.
• Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols.
• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.
• Complete registration of new patients which includes obtaining complete and accurate patient demographics, including entering and verification of subscriber insurance information.
• Provides back up support for multiple clinical departments.
• Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff.
• Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns.
• Completes outbound call to schedule patients, adhering to processes and procedures of those assignments.
• Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call.
• Maintain call quality assessment scores of 95% - 100% consistently.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Attends/Completes all ongoing technical, customer service, and other training to continually improve skills.
• Be a knowledgeable resource to call center agents providing assistance with questions, job knowledge or scheduling guidelines and clinical protocols.
• 1st Level conflict resolution. Serves as a liaison between patients and clinic, including exercising knowledge and judgement to overbook appointments.
• Participates in training of new and existing call center agents. Participates in Access Center improvement initiatives.
• Adapts to ongoing operational or changes based on business needs.
• Responsible for complying with all clinical policies and procedures and HIPAA compliance.
• Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies.
• Performs other duties as assigned.

Qualifications

• Excellent verbal and written communication skills
• Problem solving and Conflict Resolution
• Organizational skills
• Teamwork
• Proficient typing and keyboarding skills
• Knowledge in Microsoft Office Suite
• Bilingual preferred, but not required

Education: HS Diploma is required.

Required Skills

• Three (3) years of customer service experience in a call center and/or healthcare/clinical setting

This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

About Us

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence — advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has been recognized by Forbes as one of America’s Best Employers for Company Culture .

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits.

Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists. Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.

Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.

Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits.

Disability - Employees can enroll in the Disability Insurance which provides income if a non-work related illness or injury prevents you from working.

FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.

Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.

Time Off - A generous leave program offers multiple paid leave options:

• Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
• Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
• Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment.
• Holidays: 12 set paid holidays each year.

Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

EEO Statement

UT Health San Antonio is an equal employment opportunity and affirmative action employer. It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, or veteran status.

Job Info

• Job Identification 8374
• Job Category Clinical Programs & Services
• Posting Date 10/30/2026, 03:20 PM
• Apply Before 11/29/2026, 04:20 PM
• Job Schedule Full time
• Organization M3135 - UTHP ADM Access Center, M3100 - UTHP UT Health Physicians, M1000 - Dean Medical School, UT Health Science Center, UT Health Science Center
• Department M3135 - UTHP ADM Access Center