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About the Role
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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- High School Diploma/GED
- At least 1 year(s) of experience in call center, customer service, or administrative role.
Skills
- Strong communication skills
- Attention to detail
- Excellent customer service
Location
- AUSTIN, TX
Work Type
- Full-time
Experience Level
- 1+ year(s) of experience
Education Level
- High School Diploma/GED
- Associate's Degree or certification in healthcare administration, customer service, or a related field (preferred)
Salary/Compensations
- $38,500+
Benefits
- Teacher Retirement System of Texas (TRS) retirement plan eligibility (if position is at least 20 hours per week and 135 days in length)
About the Company
- Dell Medical School
- The University of Texas at Austin is an equal opportunity/affirmative action employer.
- 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 orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.
- The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
- If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.
- The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015.
Equal Opportunity
- 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 orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.