Patient Access & Scheduling Specialist

The University of Texas Southwestern Medical Center; Dallas, Northern (TX, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

UT Southwestern Medical Center in Dallas is seeking a patient-focused call center coordinator to provide exemplary service and accurately facilitate patient appointment scheduling. You will relay critical information, handle referrals, and coordinate with clinical teams in a high-volume setting.

The role requires attention to detail for patient demographics, insurance verification, and EMR documentation, plus strong communication with patients, families, physicians, and office staff.

Qualifications

• Education: High School Diploma or equivalent.
• Preferred: Associate's Degree or Bachelor's Degree in a related field.
• Experience: Relevant healthcare or contact center experience preferred.

Responsibilities

• Supports at least one clinic or service line as a first point of contact by answering inbound calls and/or making outbound calls according to established guidelines.
• Provides exemplary customer service with courtesy and discretion while communicating professionally with patients, patients' families, physicians, physicians' office staff, nursing units, care management, ancillary departments, and insurance companies.
• Schedules patient appointments based on clinical protocols regarding services provided in the designated clinical area with a high degree of accuracy.
• Completes detailed and accurate patient demographic and insurance information in the electronic medical record (EMR) system regarding the purpose for the appointment request/clinic visit, symptoms or diagnosis, and selects the appropriate insurance plans and payors.
• Follows Managed Care Office guidelines to verify insurances that are currently accepted and provides resources for patients regarding their insurance coverage.
• Serves as a liaison for the patient and works closely with physician offices to obtain referrals for the patient.
• Partners with and escalates to Referral Nurse Team as a resource to ensure patients receive the right level of care at the appropriate time.
• Documents and routes patient communications appropriately, including escalating calls according to established guidelines, and directing calls to other departments, as needed.
• Collects clinic specific medical records needed for all specialty clinic appointments. Faxes release of information request on patient's behalf. Sorts received medical records by external record type and scans medical records into the EMR.
• Accurately transcribes external referrals, patient demographics, and clinical information into electronic medical record (EMR) system.
• Answers questions regarding specialty programs and clinics, promotes UT Southwestern services to callers, and mails pamphlets and other materials to patients.
• Performs other duties as assigned.

Education

High School Diploma or equivalent

Associate's Degree in a related field

Bachelor's Degree in a related field

Job description

UT Southwestern Medical Center in Dallas is seeking a patient-focused call center coordinator to provide exemplary service and accurately facilitate patient appointment scheduling. You will relay critical information, handle referrals, and coordinate with clinical teams in a high-volume setting.

The role requires attention to detail for patient demographics, insurance verification, and EMR documentation, plus strong communication with patients, families, physicians, and office staff.