Patient Access Coordinator
5 days 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.
Salary and BenefitsThe salary for this position is commensurate with experience. UTMB Health offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
Equal Employment OpportunityUTMB Health is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment.
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