Patient Access Specialist – Access Center

UTMB Health; Town of Texas (WI); On-site; USD 34,000 - 52,000; Full time

Job summary

The Patient Access Specialist role at UTMB Health represents the voice of the organization, creating a nurturing and confident atmosphere for all callers to the Access Center. You will determine caller needs, guiding them through multiple departments to reach resolution.

This on-site position supports high-volume calls, schedules appointments, and collects demographics and insurance info, with collaboration across clinical teams.

Qualifications

• Associate’s degree required; equivalent education/experience considered.
• Experience in healthcare or high-volume call center preferred.

Responsibilities

• Provide high-level customer service for 24/7 call center.
• Handle high call volume; schedule appointments and assist callers.
• Promote positive, professional communication with callers.
• Maintain empathetic, professional voice to support callers.
• Analyze concerns and determine best resolution path.
• Serve as gateway to appointment scheduling for UTMB clinics.
• Communicate requests accurately and determine best solutions.
• Cancel or reschedule as needed per clinic guidelines.
• Escalate concerns using defined processes.
• Pre-register patients; collect/update demographics and insurance.
• Collaborate with Access center nursing staff on urgent issues.
• Listen and re-emphasize caller concerns for accurate triage.
• Facilitate physician consults and patient referrals when appropriate.
• Proficient in AMCOM, EPIC, Invision, CECC and related software.
• Use multiple media apps to resolve caller concerns.
• Enforce UTMB policies when using systems.
• Know institution-wide resources, guidelines, and patient info basics.
• Proficient in scheduling processes for all clinics.
• Educate callers on clinic procedures.
• Utilize software to make appointments.
• Use critical thinking to set call priority for nursing support.
• Expedite concerns to the right staff to boost confidence.
• Support online appointment request system facilitation.

Skills

Customer service

Communication

Multitasking

Phone etiquette

Education

Associate’s degree

Tools

AMCOM

EPIC

Invision

CECC

Job description

EDUCATION & EXPERIENCE:

Minimum Qualifications:

• Associate’s degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

Preferred Qualifications:

• Previous experience in a healthcare setting and/or high-volume call center environment preferred.

JOB SUMMARY:

The Patient Access Specialist represents the voice of UTMB. Creates a nurturing, competent and confident voice atmosphere for all callers to the Access Center. Is skillful in determining the caller’s need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions and departments.

ESSENTIAL JOB FUNCTIONS:

• Provides high level customer service skills for 24/7, 365 days a year Call Center.
• Answers high volume of calls while multi-tasking with available resources to schedule appointments and assist callers with their specific needs.
• Promotes positive and professional communication
• Provides a professional and empathetic voice to the callers to nurture their needs
• Analyzes caller concerns and determines best course of action to resolve and address their concern.
• Gateway to appointment scheduling for large numbers of UTMB clinics.
• Efficiently communicates callers’ requests and determines the best solution.
• Able to cancel and reschedule based on patients’ needs and clinic guidelines
• Escalates patient concerns and issues-utilizing defined processes
• Able to preregister patients as required; obtain patient demographics and insurance information and updates as required to ensure most accurate information is on file
• Works with Access center nursing staff to quickly identify and resolve urgent patient issues.
• Listens to and re-emphasizes caller concerns, ensuring accurate triage and effective communications.
• Facilitates physician consultation requests and assists with patient referrals when appropriate.
• Is knowledgeable and proficient in the use of AMCOM, EPIC, Invision, CECC and other software applications used to store and manage patient information and facilitate patient care.
• Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system
• Enforces UTMB regulations and guidelines when utilizing the systems
• Is knowledgeable of the entire institution, all clinical departments and resources, Locations, Contact information, Scheduling guidelines, Personnel resources, Area specific guidelines, Age specific guidelines, Disease process specific guidelines and Basic guidelines related to consumer health plans.
• Is knowledgeable and proficient in the scheduling process for all clinic areas
• Understands the procedures for each clinic and educates the caller
• Skilled at utilizing software applications for making appointments
• Utilizes critical thinking to determine call priority to support nursing intervention
• Enhances customer confidence by expediting callers concerns to appropriate individuals
• Crucial to the facilitation of the consumer online appointment request system

Marginal or Periodic Functions:

• Performs related duties as required.

WORKING ENVIRONMENT/EQUIPMENT:

• Standard office environments.
• Standard office equipment.

SALARY RANGE:

Actual salary commensurate with experience.

WORK SCHEDULE:

Onsite position, Monday through Friday, 8:00 AM – 5:00 PM. Includes holidays. Employees may qualify for hybrid and/or remote scheduling after successful completion of training and performance expectations.

Equal Employment Opportunity

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.
Compensation