Health Access Partner

Job Posting Title:

Health Access Partner

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Hiring Department:

Dell Medical School

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Aug 18, 2025

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

Dell Medical School is seeking a Health Access Partner for the Call Center Staff.

Purpose

The Health Access Partner (HAP) – Call Center Staff provides essential support in the UT Health Austin Access Center, coordinating patient care through registration, scheduling, and addressing various patient inquiries. This role is central to ensuring a positive patient experience by applying exceptional customer service skills and utilizing electronic health and scheduling systems for accurate and timely care coordination. The HAP is also responsible for handling specialty referrals, managing data entry, and engaging with patients through multi-channel communications. The ideal candidate demonstrates a high level of professionalism, efficiency, and the ability to navigate complex healthcare workflows, contributing to the Access Center's commitment to accessible, high-quality patient care.

Responsibilities

Patient Scheduling and Coordination

• Schedule appointments for specialty clinics, surgeries, and diagnostic imaging.

• Manage referral processing, insurance verification, appointment confirmations, cancellations, and rescheduling.

Customer Service and Collaboration

• Provide excellent customer service for all contacts, including scheduling and confirming patient appointments.

• Work closely with Access Center and Clinical Care Teams to ensure smooth patient care processes.

Multi-Channel Communication Management

• Respond to patient inquiries via email, chat, and other electronic channels.

• Obtain and coordinate medical records as needed, following UT Health Austin guidelines.

Data Entry and Patient Information Management

• Update and maintain accurate patient information, including demographics and insurance details.

• Perform outbound contact to confirm appointments and support patient attendance.

Specialty Care Referral Processing

• Process specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.

Documentation and Conflict Resolution

• Document all interactions, steps, and coordination efforts in patient records.

• Utilize conflict resolution and de-escalation techniques to manage patient concerns professionally.

Adherence to Quality Standards

• Maintain Quality Performance Review Scorecard standards, achieving a minimum score of 90%.

• Follow department protocols, using reference materials to ensure consistent service quality.

Insurance and Authorization Coordination

• Verify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.

Support for External Workflows

• Assist with integrating external workflows through Athena or other systems, as needed, to support patient management.

Documentation of Referral and Scheduling Processes

• Document each step of the referral and scheduling processes to ensure clear communication and record-keeping for internal and external care teams.

Marginal or Periodic Functions:

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency while supporting department-based goals which contribute to the success of the organization; Serves as preceptor, mentor, and resource to less experienced staff.

• Adheres to internal controls and reporting structure.

• Performs related duties as required.

KNOWLEDGE/SKILLS/ABILITIES

Technical Skills:

• Proficient in Electronic Practice Management systems, including scheduling and general billing functions.

• Skilled in documenting patient communication, referrals, and clinical notes accurately.

• Familiarity with medical terminology and basic math skills.

• Ability to navigate and use multi-line phone systems o