Patient Services Specialist I - Call Center

Texas Tech University Health Sciences Center; Lubbock (TX); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement plans

Wellness programs

Job summary

Texas Tech University Health Sciences Center in Lubbock, TX is seeking a Patient Services Specialist I - Call Center to support clinic patient flow. You will handle registration, scheduling, and insurance authorizations with a customer-focused approach.

Join TTUHSC to deliver high-quality service, work with EMR systems, and collaborate with teams to resolve inquiries. This full-time, hourly role offers benefits and opportunities for professional growth.

Qualifications

• High School diploma or equivalent.
• Experience working in a call center.
• Clerical experience in a medical office setting.
• Familiarity with EMR programs (e.g., Epic).
• Knowledge of basic medical and insurance terminology.
• Strong data entry and computer navigation skills with the ability to manage multiple systems simultaneously.

Responsibilities

• Handle high-volume inbound and outbound patient calls, emails, and chats professionally.
• Coordinate patient access and scheduling, including appointment booking, confirmations, cancellations, and rescheduling.
• Research issues and provide accurate, compliant responses across services, policies, and clinic operations.
• Discuss outstanding balances and arrange payment plans within guidelines.
• Document all patient interactions in the EMR and related systems.
• Maintain knowledge of services, systems, and procedures to support problem-solving.
• Use call center tools to support workflow efficiency, compliance, and service consistency.
• Aim for quality, productivity, and service standards.
• Collaborate with team members and other departments to ensure continuity of care.

Skills

Call center experience

Medical office clerical

EMR familiarity

Insurance terminology

Data entry

Multi-system navigation

Education

High School diploma or equivalent

Tools

Epic EMR

Job description

46504BR

Patient Services Specialist I - Call Center

SOM Admin Call Center Lbk

Lubbock

Introduction

Nationally recognized as a Great College to Work For, TTUHSC provides much more than just a job! Enjoy excellent benefits, including paid leave, retirement plans, wellness programs, health insurance and so much more. Ready to start building a rewarding career in a positive environment where you can develop and thrive? Join us as we change the future of health care.

About TTUHSC

Texas Tech University Health Sciences Center is enriching the lives of others by educating students, providing excellent patient care, and advancing knowledge through innovative research. TTUHSC graduates more health care professionals than any other health care institution in the state, conferring 24.2% of all degrees and certificates awarded from health-related institutions in Texas. By providing comprehensive clinical services to more than 10 million individuals across 121 counties, TTUHSC is dedicated to advancing the health of people throughout Texas and beyond. This is where world-class education meets compassionate patient care – and we believe that our people are the reason for our institution’s lasting success and bright future.

Being part of the TTUHSC team means being part of an innovative and supportive community that empowers each individual to do their best work. Through our values-based culture, TTUHSC is committed to cultivating an exceptional workplace community with a positive culture that puts people first.

Visa Information

TTUHSC, at its sole discretion, may initiate new H-1B I-129 visa petitions in accordance with the directive issued by Governor Abbott. Approval from the Texas Workforce Commission is required. On a limited, case-by-case basis, the institution may also sponsor eligible individuals for change-of-status or change-of-employer petitions for qualifying positions. TTUHSC will not pay the $100,000 fee, if applicable.

Position Description

With close direction, the PSS I performs standard clerical responsibilities that impact clinic patient flow, in accordance with established procedures. Responsibilities may include registration, scheduling, collections, and/or insurance authorizations.

Major/Essential Functions

• Manage high-volume inbound and outbound patient communications(calls, emails, chats) in a timely, professional, and customer-focused manner.
• Coordinate patient access and scheduling, including appointment booking, confirmations, cancellations, and rescheduling while ensuring accuracy and efficiency.
• Assess patient needs and resolve inquiriesby gathering information, researching issues, and delivering accurate, compliant solutions across services, policies, and clinic operations.
• Facilitate patient financial communication, including discussing outstanding balances, establishing payment plans within guidelines, and coordinating transfers to appropriate departments when necessary.
• Route and escalk communications appropriately, including calls, messages, and faxes, using established workflows, systems, and work queues.
• Document all patient interactions accuratelywithin the Electronic Medical Record (EMR) and related systems, ensuring timely and complete record updates.
• Deliver high-quality customer service experiencesby utilizing active listening, de-escalation techniques, and clear communication to support patient satisfaction and resolution.
• Maintain knowledge of organizational services, systems, and proceduresto ensure accurate information sharing and effective problem-solving.
• Utilize call center technology, scripts, and tools effectivelyto support workflow efficiency, compliance, and service consistency.
• Achieve and maintain established performance metrics, including quality, productivity, and service standards.
• Collaborate with team members, supervisors, and cross-functional departmentsto ensure continuity of care and service excellence.
• Participate in ongoing training and professional developmentto maintain and enhance job knowledge and performance.
• Comply with all organizational policies, procedures, and regulatory requirements.

Occasional Duties

Other duties as assigned.

Required Qualifications

High School diploma or equivalent.

Preferred Qualifications

• Experience working in a call center environment.
• Clerical experience in a medical office setting. Experience with appointment scheduling, patient registration, or insurance verification.
• Familiarity with electronic medical records programs (e.g., Epic).
• Knowledge of basic medical and insurance terminology.
• Strong data entry and computer navigation skills with the ability to manage multiple systems simultaneously.

Required Attachments

Resume / CV

Optional Attachments

Professional/Personal Reference

Benefits

TTUHSC is committed to creating an environment where our team members can do their best work, with programs and benefits to support head-to-toe well-being. Explore just a few of the advantages of being a TTUHSC team member:

• Health Plans + Supplemental Coverage Options – Individual health insurance provided at no cost for full-time team members
• Paid Time Off – Including holidays, vacation, sick leave and more
• Retirement Plans
• Wellness Programs
• Certified Mother-Friendly Workplace

Additionally, TTUHSC invests in the success of our team members by providing opportunities for personal and professional growth, including lifelong learning programs, recognition programs, and health and wellness initiatives. Team members also enjoy a variety of other perks, such as special membership rates at local gyms and golf courses, access to state-of-the-art software and facilities, and discounts on travel, technology, entertainment and more.

Job Type

Full Time

Pay Basis

Hourly

Pay Grade Minimum

15

Pay Grade Maximum

28.5

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website at https://app4.ttuhsc.edu/payplan.

Grant Funded?

No

Travel Required

Up to 25%