Patient Access Rep – Lead

• Provide an exceptional and positive patient experience to every caller
• Maintain up-to-date knowledge of patient registration, appointment scheduling, and department protocols
• Provide leadership support for multiple clinical departments and assigned Access Specialists
• Manage workflow for outbound call assignments to schedule patients based on referrals
• Resolve After Hour Access patient concerns or urgent situations as needed
• Review, communicate, and monitor specialist schedule changes, including breaks and lunches, with the Access Center Supervisor or Manager
• Provide telephone coverage during lunches and staffing shortages
• Conduct call audits and provide immediate feedback and coaching
  
  Serve as a knowledgeable resource for call center agents on job knowledge, scheduling guidelines, and clinical protocols
• Liaise between Access Specialists and clinics to resolve scheduling errors and patient issues
• Assist with onboarding and retraining team members under Supervisor direction
• Coordinate daily outbound-call tasks and ensure adherence to processes and procedures
• Provide motivational coaching and mentoring to improve Access Specialist performance
• Attend ongoing technical, customer service, and other training
• Adapt to operational changes based on business needs
• Comply with clinical policies, procedures, and HIPAA requirements
• Meet attendance expectations under UT Health Attendance Policies
• Perform other duties as assigned

• Verbal and written communication skills
• Active Listening skills
• Problem analysis and problem solving
• Conflict Resolution and decision making
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Proficient typing and keyboarding skills
• Advanced Knowledge in Microsoft Office Suite
• Bilingual preferred, but not required
• High School Diploma is required
• 4 years of customer service experience in a call center and/or healthcare setting is required

Demonstrates strong leadership and coaching abilities to enhance team performance while ensuring exceptional patient experiences through effective communication and problem-solving skills. Proficient in managing workflows and adhering to clinical protocols in a call centre environment.

• Customer Service Experience
• Leadership Support
• Call Audits
• Microsoft Office Suite
• Bilingual Communication

• Patient Registration
• Appointment Scheduling
• Typing Skills
• Call Center Operations
• Clinical Protocols

• Verbal Communication
• Active Listening
• Problem Solving
• Conflict Resolution
• Organizational Skills

• HIPAA Compliance
• Healthcare Setting
• Access Specialists
• Patient Experience
• Teamwork