Patient Access Specialist - Ambulatory Referral Coordination

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

·         Provides high level customer service skills for 24/7, 365 days a year Call Center.

·         Answers high volume of calls while multi-tasking with available resources to schedule appointments and assist callers with their specific needs.

·         Promotes positive and professional communication

·         Provides a professional and empathetic voice to the callers to nurture their needs

·         Analyzes caller concerns and determines best course of action to resolve and address their concern.

·         Gateway to appointment scheduling for large numbers of UTMB clinics.

·         Efficiently communicates callers request and determines the best solution.

·         Able to cancel and reschedule based on patients’ needs and clinic guidelines

·         Escalates patient concerns and issues-utilizing defined processes

·         Able to preregister patients as required; obtains patient demographics and insurance information and updates as required to ensure most accurate information is on file

·         Works with Access center nursing staff to quickly identify and resolve urgent patient issues.

·         Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications.

·         Facilitates physician consultation requests and assists with patient referrals when appropriate.

·         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.

·         Utilizes several media applicat