Access Center Operator

Job Posting

Title:

Access Center Operator ---- Hiring Department:
Dell Medical School ---- Position Open To:
All Applicants ---- Weekly Scheduled

Hours:

40 ---- FLSA Status:
Non-Exempt from FLSA ---- Earliest

Start Date:

Immediately ---- Position Duration:
Expected to Continue ---
- Location:

AUSTIN, TXJob Details:

PURPOSE

The Access Center Operator serves as the first point of contact for patients, caregivers, and healthcare providers, handling inbound and outbound calls to facilitate seamless communication and patient access to healthcare services. This role requires strong communication skills, attention to detail, and the ability to efficiently route calls to the appropriate department while maintaining excellent customer service.

RESPONSIBILITIES Call Management & Routing

Answer incoming calls promptly and professionally. Identify caller needs and direct calls to appropriate departments, personnel, or resources. Follow call scripts and protocols to ensure consistency and accuracy in call handling. Escalate urgent or complex issues to supervisors or designated clinical staff.

Patient Assistance & Coordination

Verify patient identity using established guidelines. Assist in scheduling, rescheduling, and canceling appointments as needed. Provide patients with accurate information about office hours, locations, and services. Direct medical inquiries to appropriate clinical staff or triage teams.

Data Entry & System Navigation

Accurately document patient interactions and call details in the electronic health record (EHR) or call management system. Utilize scheduling and healthcare software to retrieve and update patient information. Maintain data accuracy and follow HIPAA regulations to protect patient information.

Customer Service & Communication

Demonstrate professionalism, empathy, and active listening in all interactions. Communicate clearly and effectively with patients, caregivers, and healthcare providers. Handle patient concerns or complaints with courtesy, escalating when necessary.

Operational Support & Team Collaboration

Work closely with scheduling teams, nurses, and administrative staff to ensure seamless patient access. Participate in training sessions and team meetings to stay updated on policies and procedures. Support process improvements and workflow enhancements within the healthcare access center.

Compliance & Quality Assurance

Adhere to all organizational policies, HIPAA regulations, and call-handling protocols. Maintain knowledge of healthcare access center operations, including emergency procedures. Follow performance standards for call resolution, efficiency, and accuracy.

REQUIRED QUALIFICATIONS

High School Diploma/GED

At least 1 year(s) of experience in call center, customer service, or administrative role.

PREFERRED QUALIFICATIONS

Associate's Degree in certification in healthcare administration, customer service, or a related field Experience in a healthcare setting, medical office, or patient access center. Familiarity with electronic health records (EHR) and scheduling software. Previous experience handling high call volumes in a professional setting.

Salary Range

$38,500 + depending on qualifications

Working Environment/Equipment

• Standard office environment.
• Repetitive use of a keyboard and phone system

Required Materials

Resume/CV

3 work references with their contact information; at least one reference should be from a supervisor

Letter of interest

Employment Eligibility

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Background Checks

A criminal history background check will be required for finalist(s) under consideration for this position.

Equal Opportunity Employer

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action.

The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual…