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Access Center Representative

2 months ago

Webster, Texas, United States UTMB Health Full time

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

Job Summary
Serves as the primary contact for UTMB, fostering a supportive and knowledgeable environment for all callers to the Access Center.

Demonstrates expertise in identifying caller needs while ensuring a smooth experience, regardless of the complexity of their inquiries.

Essential Job Functions

  • Delivers exceptional customer service for a 24/7, year-round Call Center.
  • Handles a high volume of calls while efficiently utilizing available resources to schedule appointments and address caller needs.
  • Encourages positive and professional communication.
  • Provides a compassionate and professional voice to callers, addressing their needs effectively.
  • Evaluates caller concerns and determines the most appropriate actions to resolve issues.
  • Acts as a gateway for appointment scheduling across numerous UTMB clinics.
  • Communicates caller requests clearly and identifies optimal solutions.
  • Facilitates cancellations and rescheduling based on patient requirements and clinic protocols.
  • Escalates patient concerns and issues following established procedures.
  • Pre-registers patients as necessary; collects and updates patient demographics and insurance information to maintain accurate records.
  • Collaborates with Access Center nursing staff to swiftly identify and address urgent patient matters.
  • Listens attentively to caller concerns, ensuring accurate triage and effective communication.
  • Facilitates physician consultation requests and assists with patient referrals when appropriate.
  • Possesses knowledge and proficiency in utilizing AMCOM, EPIC, Invision, CECC, and other software applications for managing patient information and supporting patient care.
  • Employs multiple media applications simultaneously to resolve caller issues and understands the purpose and proper use of each system.
  • Adheres to UTMB regulations and guidelines while utilizing the systems.
  • Has comprehensive knowledge of the institution, including all clinical departments, resources, locations, contact information, scheduling guidelines, personnel resources, and specific guidelines related to age and disease processes.
  • Is proficient in the scheduling procedures for all clinic areas.
  • Understands the operational procedures for each clinic and educates callers accordingly.
  • Skilled in using software applications for appointment scheduling.
  • Utilizes critical thinking to prioritize calls in support of nursing interventions.
  • Enhances customer confidence by directing caller concerns to the appropriate individuals.
  • Plays a vital role in facilitating the consumer online appointment request system.

Salary Range
Actual salary commensurate with experience.

Equal Employment Opportunity
UTMB Health is committed to providing 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.

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