Senior Patient Service Representative

UTSW; Dallas (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

PPO medical plan

100% coverage preventive care

Paid Time Off

Retirement Programs

Paid Parental Leave

Wellness programs

Tuition Reimbursement

Public Service Loan Forgiveness (PSLF)

Job summary

UT Southwestern Medical Center in Dallas seeks a Senior Patient Services Representative to promote excellent patient care, safety and service. You will train staff, greet patients, coordinate with supervisors, and serve as a liaison between families and medical staff.

The role emphasizes training, problem solving, and strong communication at all locations, with on-site duties and a commitment to patient-centered service and teamwork.

Qualifications

• High School Diploma or GED.
• 1 year of customer service experience.
• CPR certification within 90 days of employment; CPR must be current during tenure.

Responsibilities

• Ensure training for Patient Services Representatives and supervise site-level training.
• Coordinate with Training Supervisor to meet training needs and resolve issues.
• Build relationships with staff and provide on-the-job training at assigned sites.
• Identify and resolve problems, communicate changes effectively, and exercise sound judgement.
• Coordinate with Senior Patient Representatives to enforce training policies across locations.
• Welcome patients and families, provide escorts and assistance ensuring comfort and safety.
• Respond to inquiries and guide patients to facilities and services.
• Stay updated on UT Southwestern Campus information to answer questions.
• Perform other duties as assigned.

Skills

Customer service

Communication

Training

Education

High School Diploma or GED

Job description

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

As a Senior Patient Services Representative, this position promotes UT Southwestern Medical Center as the preferred destination for excellent patient care, outcomes, safety and service.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education

High School Diploma or GED

• Experience

1 year of customer service experience

• Licenses and Certifications

Incumbent must obtain CPR certification within 90 days of employment within 90 Days and

CPR certification must be current for duration of employment within department

Preferred

• Experience

Six (6) months of experience as a Patient Services Representative preferred

JOB DUTIES

• In coordination with the Training Supervisor, ensures Patient Services Representatives are fully trained and is responsible for site specific training duties. In the absence of the Lead Patient Services Representative; plans, monitors, and directs Patient Services Representatives at assigned site for proper work habits and daily tasks. Assigns tasks to Patient Services Representatives and reviews accuracy of work completed.
• Works closely with Training Supervisor to ensure all training needs are met, and works to solve specific problems either on a one to one basis or in a group setting.
• Builds solid working relationships with all Patient Service Representatives. Responsible for all on the job training of Patient Service Representatives at their assigned site.
• Identifies and resolves problems in a timely manner, displays willingness to make decisions, exhibits sound and accurate judgement, uses discretion to make decisions or seeks advice from the Training Supervisor. Communicates changes effectively, prepares and supports those affected by change.
• Responsible to coordinate with other Senior Patient Representatives to ensure consistent training practices policy enforcement at all locations.
• Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair/gurney assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers meeting and exceeding those needs. Serves as a liaison between parents, their families, friends and our medical staff.
• Responds to patients or staff inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members. Assists with arranging for services requested by patients, family or internal customers by working with other departments.
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.