Access Center Customer Service Representative

2 weeks ago

Webster, Texas, United States UTMB Health Full time

Minimum Qualifications
A Bachelor's degree or equivalent experience (High School diploma and two years of customer service or clerical experience).

Job Summary
This role serves as the primary point of contact for patients, creating a supportive and professional environment for all callers to the Access Center. The specialist is adept at identifying the needs of callers while ensuring a smooth experience as they navigate various functions and departments.

Essential Job Functions

  • Deliver exceptional customer service in a 24/7, year-round Call Center environment.
  • Handle a high volume of calls while efficiently scheduling appointments and addressing caller inquiries.
  • Foster positive and professional communication with all callers.
  • Provide a compassionate and professional voice to address caller needs.
  • Assess caller concerns and determine the most effective resolution.
  • Act as a gateway for appointment scheduling across numerous UTMB clinics.
  • Effectively communicate caller requests and identify optimal solutions.
  • Manage appointment cancellations and rescheduling based on patient needs and clinic protocols.
  • Escalate patient concerns and issues following established procedures.
  • Pre-register patients as necessary, collecting and updating demographic and insurance information to maintain accurate records.
  • Collaborate with nursing staff to swiftly address urgent patient matters.
  • Listen attentively to caller concerns, ensuring accurate triage and effective communication.
  • Facilitate physician consultation requests and assist with patient referrals as appropriate.
  • Demonstrate proficiency in using AMCOM, EPIC, Invision, CECC, and other software applications for managing patient information and facilitating care.
  • Utilize multiple media applications simultaneously to resolve caller issues, understanding the purpose and proper use of each system.
  • Adhere to UTMB regulations and guidelines while using the systems.
  • Possess comprehensive knowledge of the institution, including clinical departments, resources, scheduling guidelines, and consumer health plans.
  • Understand the scheduling processes for all clinic areas and educate callers accordingly.
  • Utilize software applications effectively for appointment scheduling.
  • Employ critical thinking skills to prioritize calls and support nursing interventions.
  • Enhance customer confidence by directing caller concerns to the appropriate personnel.
  • Play a crucial role in facilitating the online appointment request system for consumers.

Salary Range
Actual salary will be commensurate with experience.

Equal Employment Opportunity
UTMB Health is committed to providing equal employment opportunities 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 federal, state, or local laws, unless such distinction is required by law.

As a VEVRAA Federal Contractor, UTMB Health actively seeks to hire and advance women, minorities, protected veterans, and individuals with disabilities.

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