Patient Access Representative

5 days ago

Galveston, Texas, United States UTMB Health Full time

Job Summary

As a Patient Access Representative 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.
  • Act as a gateway to appointment scheduling for large numbers of UTMB clinics.
  • Efficiently communicate callers' requests and determine the best solution.
  • Able to cancel and reschedule appointments based on patients' needs and clinic guidelines.
  • Escalate patient concerns and issues using defined processes.
  • Able to preregister patients as required, obtaining patient demographics and insurance information and updating 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 communication.
  • 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 multiple 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, including 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 callers.
  • Be 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.
  • Be crucial to the facilitation of the consumer online appointment request system.

Requirements

Actual salary commensurate with experience.

Equal Employment Opportunity

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

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