Patient Access Representative – Intermediate

Jobtailor; San Antonio (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

UT Health in San Antonio is seeking a Patient Call Center Representative to handle a high volume of patient and clinical business calls, averaging 60-65 per day. You will register new patients, verify insurance, schedule appointments, and assist patients with questions, referrals, or messages to providers, while maintaining HIPAA compliance and providing a positive patient experience.

This role emphasizes accuracy, courtesy, and adherence to UT Health metrics for contact center performance, with

Qualifications

• Excellent verbal and written communication skills.
• Listening skills and ability to analyze problems.
• Strong customer service orientation and organizational skills.
• Attention to detail and adaptability in a fast-paced environment.
• Teamwork and professional demeanor in person or virtual settings.
• Proficient typing and keyboarding; basic MS Office knowledge.

Responsibilities

• Handle a high volume of patient and clinical calls (60-65/day).
• Register new patients with accurate demographics and verify insurance.
• Schedule appointments per clinic guidelines and protocols.
• Assist patients with questions, medication refills, or messages to providers.
• Maintain HIPAA compliance and meet contact center performance metrics.

Skills

Verbal communication

Written communication

Listening skills

Problem solving

Customer service

Organizational skills

Attention to detail

Adaptability

Teamwork

Typing/keyboarding

Tools

Microsoft Office Suite

Job description

Responsibilities

• Responsible for handling a high volume of patient and clinical business calls averaging 60-65 calls per day.
• 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.
• Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols.
• Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff.
• Assigned to service calls for a primary and at least 1 additional clinic.
• Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns.
• Completes outbound calls, 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.
• Participate in ongoing technical, customer service, and other training to continually improve skills.
• Contributes to training plan for call center agents and Access Call Center improvement initiatives.
• 1st level contact for escalated patient issues, exercising conflict resolution skills.
• 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

• Bilingual is preferred, but not required
• Excellent Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Strong Customer service orientation
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Proficient typing and keyboarding skills with basic knowledge of Microsoft Office Suite