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Patient Access Representative
2 months ago
UTMB Health is seeking a highly skilled Patient Access Specialist to join our team. As a key member of our Access Center, you will be responsible for providing exceptional customer service to patients and families, ensuring a seamless and efficient experience.
Key Responsibilities- Provide high-level customer service skills for 24/7, 365 days a year Call Center.
- Answer high volumes of calls while multi-tasking with available resources to schedule appointments and assist callers with their specific needs.
- Promote positive and professional communication, providing a professional and empathetic voice to callers.
- 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 caller 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 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.
- Be 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.
- Be 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.
- Be 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.
- Bachelor's degree or equivalent.
- High School or equivalent and two years customer service and/or clerical experience.
UTMB Health strives to provide equal opportunity employment 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 by federal, state or local laws unless such distinction is required by law.
