Patient Access Specialist - Ambulatory Referral

Minimum Qualifications

Bachelor’s degree or equivalent

(High School or equivalent and two years customer service and/or clerical experience)

Job Summary

Represents the voice of UTMB. Creates a nurturing, competent and confident voice atmosphere for all callers to the Access Center. Is skillful in determining the callers need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions and departments.

Essential Job Functions

• Understands the procedures for each clinic and educates the caller
• Crucial to the facilitation of the consumer online appointment request system
• Is 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.
• Analyzes caller concerns and determines best course of action to resolve and address their concern.
• Enhances customer confidence by expediting callers concerns to appropriate individuals
• Enforces UTMB regulations and guidelines when utilizing the systems
• Able to cancel and reschedule based on patients’ needs and clinic guidelines
• Escalates patient concerns and issues-utilizing defined processes
• Gateway to appointment scheduling for large numbers of UTMB clinics.
• Efficiently communicates callers request and determines the best solution.
• Answers high volume of calls while multi-tasking with available resources to schedule appointments and assist callers with their specific needs.
• Is knowledgeable and proficient in the scheduling process for all clinic areas
• Is 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.
• Skilled at utilizing software applications for making appointments
• Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system
• Provides a professional and empathetic voice to the callers to nurture their needs
• Able to preregister patients as required; obtains patient demographics and insurance information and updates as required to ensure most accurate information is on file
• Provides high level customer service skills for 24/7, 365 days a year Call Center.
• Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications.
• Utilizes critical thinking to determine call priority to support nursing intervention
• Promotes positive and professional communication
• Works with Access center nursing staff to quickly identify and resolve urgent patient issues.
• Facilitates physician consultation requests and assists with patient referrals when appropriate.

Salary Range

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.

Primary Location

United States-Texas-Galveston

Work Locations

0180 - Rebecca Sealy Hosp

Job

Medical Administrative

Organization

UTMB Health

Regular

Shift

Standard

Employee Status

Non-Manager

Job Level

Day Shift

Job Posting

Jul 1, 2023, 5:09:18 PM