Patient Access & Scheduling Specialist (Hybrid)

The University of Texas Medical Branch; Webster (TX); On-site; USD 35,000 - 48,000; Full time

Job summary

The University of Texas Medical Branch (UTMB) in Webster, TX, is seeking a Patient Access Specialist to serve as the voice of the Access Center, delivering compassionate, competent assistance to callers while guiding them through appointment scheduling and referrals. This role requires an Associate’s degree with no required experience; equivalent combinations may be considered.

Preferred candidates have healthcare or high-volume call center experience to enhance patient interactions.

Qualifications

• Associate’s degree and no experience; an equivalent combination of education and experience relevant to the role may be considered.
• Preferred: experience in a healthcare setting and/or high-volume call center environment.
• Supports 24/7 call center operations and requires ability to triage and schedule.

Responsibilities

• Provides high level customer service for a 24/7 call center.
• Answers high volume calls and schedules appointments per caller needs.
• Promotes professional communication with callers.
• Provides empathetic, knowledgeable voice to callers.
• Analyzes caller concerns and determines best course of action.
• Gateway to appointment scheduling for UTMB clinics.
• Communicates caller requests and determines best solution.
• Can cancel and reschedule based on patient needs and clinic guidelines.
• Escalates patient concerns using defined processes.
• Prere registers patients and updates demographics and insurance information.
• Works with Access center nursing staff to resolve urgent patient issues.
• Listens to caller concerns and ensures accurate triage.
• Facilitates physician consult requests and patient referrals as appropriate.
• Proficient in AMCOM, EPIC, Invision, CECC and other systems.
• Uses multiple media applications to resolve caller concerns.
• Enforces UTMB regulations when using systems.
• Knowledgeable of institution, departments, resources, scheduling guidelines and patient care processes.
• Educates callers on procedures for each clinic.
• Skilled at using software to make appointments.
• Uses critical thinking to determine call priority.
• Expedites callers’ concerns to appropriate individuals.
• Supports the consumer online appointment request system.

Education

Associate’s degree

Job description

The University of Texas Medical Branch (UTMB) in Webster, TX, is seeking a Patient Access Specialist to serve as the voice of the Access Center, delivering compassionate, competent assistance to callers while guiding them through appointment scheduling and referrals. This role requires an Associate’s degree with no required experience; equivalent combinations may be considered.

Preferred candidates have healthcare or high-volume call center experience to enhance patient interactions.