Offer summary

Qualifications:

High school diploma or equivalent required., One year of customer service experience and one year in a healthcare or clinical setting., Excellent verbal and written communication skills are essential., Bilingual skills are preferred but not mandatory..

Key responsibilities:

Handle a high volume of patient and clinical business calls, averaging 60-65 calls per day.

Complete registration of new patients and schedule appointments according to clinic guidelines.

Assist patients with inquiries, medication refill requests, and escalate issues as needed.

Maintain call quality assessment scores and meet performance metrics for the contact center.

Job description

Job Description

This position is currently a work from home position, in a high-volume Inbound call center. Candidates will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. The Onboarding/Training program will occur both remotely and in the office over a period of 6-8 weeks. Access Specialist may be required to work in office at least twice a year or as needed.

Responsibilities

Responsible for handling a high volume of patient and clinical business calls averaging 60-65 calls per day.

Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.

Complete registration of new patients which includes obtaining complete and accurate patient demographics, including entering and verification of subscriber insurance information.

Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols.

Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff.

Assigned to service calls for a primary and at least 1 additional clinic.

Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns.

Completes outbound calls, adhering to processes and procedures of those assignments.

Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call.

Maintain call quality assessment scores of 95% - 100% consistently.

Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.

Participate in ongoing technical, customer service, and other training to continually improve skills.

Contributes to training plan for call center agents and Access Call Center improvement initiatives.

1st level contact for escalated patient issues, exercising conflict resolution skills

Adapts to ongoing operational or changes based on business needs.

Responsible for complying with all clinical policies and procedures and HIPAA compliance.

Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies.

Performs other duties as assigned.

Qualifications

Bilingual is preferred, but not required

Excellent Verbal and written communication skills

Listening skills

Problem analysis and problem solving

Strong Customer service orientation

Organizational skills

Attention to detail

Adaptability

Teamwork

Proficient typing and keyboarding skills with basic knowledge of Microsoft Office Suite

Experience