Health Access Partner (HAP-Call Center Staff)

Job Posting Title:

Health Access Partner (HAP-Call Center Staff)

----

Hiring Department:

Dell Medical School

----

Position Open To:

All Applicants

----

Weekly Scheduled Hours:

40

----

FLSA Status:

Non-Exempt

----

Earliest Start Date:

Jan 12, 2026

----

Position Duration:

Expected to Continue

----

Location:

UT MAIN CAMPUS

----

Job Details:

General Notes

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

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.

Confidentiality:

Ability to maintain and respect the confidential nature of medical information.

Judgment and Decision-Making:

Ability to use experience and judgment to plan and accomplish goals. Ability to read and interpret documents such as patient charts, safety rules, operating instructions, and procedural manuals.

Interpersonal Skills:

Ability to anticipate needs and follow through with both internal and external customers. Strong organizational skills, with the ability to work in a fast-paced environment.

Communication Skills:

Strong verbal and written communication skills with a focus on professionalism. Excellent customer service abilities, with strong phone etiquette. Ability to communicate effectively with patients and healthcare teams, including explaining registration policies and procedures.

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 or electronic call management systems.

Other Job Duties may apply as assigned

KNOWLEDGE/SKILLS/ABILITIES

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.

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.

Support for External Workflows

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

Insurance and Authorization Coordination

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

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.

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.

Specialty Care Referral Processing

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

Data Entry and Patient Information Management

Update and maintain accurate patient information, including demographics and insurance detai