Patient Access Representative-Intermediate (part time M-F 2pm-6pm)

uthscsa.edu; San Antonio, Northern (TX, KY); Hybrid; USD 22,000 - 30,000; Part time

Job summary

UT Health San Antonio is seeking a Patient Access Representative-Intermediate for a part-time, work-from-home role with an onboarding period conducted remotely and in the office over 6-8 weeks. The position handles high-volume inbound calls, registers patients, verifies demographic and insurance information, and schedules appointments.

Bilingual preference; strong communication and problem-solving skills are essential.

Qualifications

• Bilingual is preferred but not required.
• Excellent verbal and written communication skills.
• Active listening and problem-solving abilities are essential.
• Strong customer service orientation with attention to detail.

Responsibilities

• Handle a high volume of patient and clinical calls with a professional, service-oriented approach.
• Register new patients and verify demographics and insurance information.
• Schedule appointments per clinic guidelines; assist with questions and medication refill requests.
• Escalate issues as needed and support training/improvement initiatives in the center.
• Maintain HIPAA compliance and time/attendance performance as defined by UT Health policies.

Skills

Customer service

Communication

Problem solving

Attention to detail

Typing

MS Office

Teamwork

Adaptability

Listening

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Patient Access Representative-Intermediate (part time M-F 2pm-6pm)

Trending

Job Description

This position is currently a work from home position, in a high-volume Inbound call center. Candidates will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. The Onboarding/Training program will occur both remotely and in the office over a period of 6-8 weeks. Access Specialist may be required to work in office at least twice a year or as needed.

PART TIME 2pm-6pm M-F

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

Experience

• One (1) year of customer service experience and one (1) year of experience in a healthcare and/or clinical setting environment

Skills

• High School Diploma or GED is required.

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 6476
• Job Category Clinical Programs & Services
• Job Schedule Full time
• Job Shift 8am-5pm Mon-Fri
• 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