Patient Access Coordinator
4 weeks ago
As a Patient Access Specialist at UTMB Health, you will be the voice of our institution, creating a nurturing and competent atmosphere for all callers to the Access Center. Your role will be to determine the callers' needs while maintaining a seamless experience, regardless of the need to navigate through multiple functions and departments.
Key Responsibilities- Provide high-level customer service skills for 24/7, 365 days a year Call Center.
- Answer high volumes of calls while multitasking with available resources to schedule appointments and assist callers with their specific needs.
- Promote positive and professional communication.
- Provide a professional and empathetic voice to callers to nurture their needs.
- Analyze caller concerns and determine the best course of action to resolve and address their concern.
- Gateway to appointment scheduling for large numbers of UTMB clinics.
- Efficiently communicate callers' requests and determine the best solution.
- Able to cancel and reschedule based on patients' needs and clinic guidelines.
- Escalate patient concerns and issues-utilizing defined processes.
- Able to preregister patients as required; obtain patient demographics and insurance information and update as required to ensure the most accurate information is on file.
- Work with Access Center nursing staff to quickly identify and resolve urgent patient issues.
- Listen to and re-emphasize caller concerns, ensuring accurate triages and effective communications.
- Facilitate physician consultation requests and assist with patient referrals when appropriate.
- 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.
- Utilize several media applications in unison to resolve caller concerns and understand the purpose and proper use of each system.
- Enforce UTMB regulations and guidelines when utilizing the systems.
- 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.
- Knowledgeable and proficient in the scheduling process for all clinic areas.
- Understand the procedures for each clinic and educate the caller.
- Skilled at utilizing software applications for making appointments.
- Utilize critical thinking to determine call priority to support nursing intervention.
- Enhance customer confidence by expediting callers' concerns to appropriate individuals.
- Crucial to the facilitation of the consumer online appointment request system.
A bachelor's degree or equivalent is required. Alternatively, a high school diploma or equivalent and two years of customer service and/or clerical experience are also acceptable.
Actual salary commensurate with experience.
UTMB Health is an equal opportunity employer and welcomes applications from diverse candidates.
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