Job Description
This position manages inbound calls in a health system call center, registering patients and scheduling appointments for clinics serving thousands of users. It handles 60-65 calls daily, resolving inquiries on medications and insurance to improve patient satisfaction at UT Health San Antonio. The role supports clinic operations by verifying demographics and subscriptions, impacting care access in academic medical centers.
UT Health San Antonio provides comprehensive medical education, health science research, and patient care in South Texas, operating six schools and advanced treatment facilities. With 3,000 faculty and staff, the institution focuses on community health and innovation in biomedical research.
Representatives enter patient demographics into systems, assist with refill requests, and escalate issues to providers using computer terminals and phone software. They train on outbound calls and meet quality scores of 95-100%, working remotely or in-office for 4-hour shifts. Interactions involve clinicians for urgent concerns. A challenge is maintaining high call volume accuracy while adapting to changes in policies and technologies.
Part-time schedule Monday-Friday 8am-12pm, with potential for in-office presence twice yearly. No specified compensation in source. Benefits may include those for eligible staff across UT Health. Development involves ongoing training in customer service, technical skills, and HIPAA compliance for role advancement.
Responsibilities
- Handle a high volume of patient and clinical business calls
- Provide positive patient experience
- Complete registration of new patients
- Schedule appointments
- Assist patients with questions and medication refills
- Perform after hour duties
- Complete outbound calls
- Meet performance standards for quality and timeliness
Requirements
- One (1) year of customer service experience and one (1) year of experience in a healthcare and/or clinical setting
- Bilingual preferred
- 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