Patient Access Rep-Senior
- LocationSan Antonio, TX, United States
- Work typeHybrid
- EmploymentFull-time
- Posted30 October 2026
- SourceUniversity of Texas Health Science Center at San Antonio's careers page (Oracle Recruiting)
Live checkFirst seen 3 days ago; still listed on University of Texas Health Science Center at San Antonio's careers page 27 min ago.
At a glance
- Skills and toolsMicrosoft Office
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Check my fitAbout the role
This position is currently a work from home position, in a high-volume Inbound call center. Access Specialist III will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. Access Specialist III will assist with training, and act as Level 1 Conflict Resolution for all escalated issues.
Responsibilities
- Responsible for handling a high volume of patient and clinical business calls averaging 40-65 calls per day.
- Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols.
- 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.
- Provides back up support for multiple clinical departments.
- Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff.
- Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns.
- Completes outbound call to schedule patients, 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.
- Attends/Completes all ongoing technical, customer service, and other training to continually improve skills.
- Be a knowledgeable resource to call center agents providing assistance with questions, job knowledge or scheduling guidelines and clinical protocols.
- 1st Level conflict resolution. Serves as a liaison between patients and clinic, including exercising knowledge and judgement to overbook appointments.
- Participates in training of new and existing call center agents. Participates in Access Center improvement initiatives.
- 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
- Excellent verbal and written communication skills
- Active Listening skills
- Problem solving and Conflict Resolution
- Customer service orientation
- Organizational skills
- Attention to detail
- Adaptability
- Teamwork
- Proficient typing and keyboarding skills
- Knowledge in Microsoft Office Suite
- Bilingual preferred, but not required
Education: HS Diploma is required.
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