Remote Patient Access Specialist - Scheduling & Support

UT Health San Antonio; San Antonio (TX); Remote; USD 25,000 - 33,000; Full time

Job summary

UT Health San Antonio is seeking an Access Specialist III to join our high-volume inbound call center in a remote capacity. You will handle routine to complex patient inquiries, schedule appointments, verify demographics and insurance, and support multiple clinical departments while maintaining patient-focused service.

You will train others, resolve conflicts at Level 1, and uphold HIPAA compliance and performance metrics as part of UT Health's commitment to excellent patient experience.

Qualifications

• Three (3) years of customer service experience in a call center and/or healthcare/clinical setting
• Knowledge of HIPAA and patient privacy is beneficial but not stated as a requirement

Responsibilities

• Handle a high volume of patient and clinical calls (40-65 per day).
• Schedule appointments following clinic guidelines and protocols.
• Provide exceptional patient experience per UT Health Patient Experience program.
• Register new patients with demographics and insurance verification.
• Back up support for multiple clinical departments.
• Assist patients with questions, medication refills, or messages to providers.
• Perform after-hours duties for urgent health concerns.
• Complete outbound calls to schedule patients per procedures.
• Meet or exceed UT Health contact center metrics with focus on quality, accuracy, and timeliness.
• Maintain call quality scores of 95–100%.
• Demonstrate professional demeanor in all interactions, in person or virtual.
• Attend ongoing training to improve skills.
• Be a resource to call center agents for questions and scheduling guidelines.
• Engage in 1st level conflict resolution between patients and clinic.
• Participate in training of new/existing call center agents.
• Adapt to ongoing operational changes.
• Comply with clinical policies and HIPAA.
• Meet attendance expectations per UT Health policies.
• Perform other duties as assigned.

Skills

Excellent verbal and written comm.

Problem solving and Conflict Res.

Organizational skills

Teamwork

Proficient typing and keyboarding

Microsoft Office Suite

Bilingual preferred

Education

HS Diploma

Job description

UT Health San Antonio is seeking an Access Specialist III to join our high-volume inbound call center in a remote capacity. You will handle routine to complex patient inquiries, schedule appointments, verify demographics and insurance, and support multiple clinical departments while maintaining patient-focused service.

You will train others, resolve conflicts at Level 1, and uphold HIPAA compliance and performance metrics as part of UT Health's commitment to excellent patient experience.