Patient Access Rep - Lead

The Call Center Team Lead is the primary point of contact for assigned Access Center Specialist when they need assistance regarding incoming patient requests, including complex inquiries and requests. This individual will also provide Access Specialist with feedback and coaching in the areas of productivity and quality of service.

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence — advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has been recognized by Forbes as one of America’s Best Employers for Company Culture.

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits.

Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists. Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.

Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.

Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits.

Disability - Employees can enroll in the Disability Insurance which provides income if a non-work related illness or injury prevents you from working.

FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.

Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.

Time Off - A generous leave program offers multiple paid leave options:

• Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
• Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
• Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment.
• Holidays: 12 set paid holidays each year.

Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

EEO Statement

UT Health San Antonio is an equal employment opportunity and affirmative action employer. It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, or veteran status.

Skills

• Verbal and written communication skills
• Active listening skills
• Problem analysis and problem solving
• Conflict resolution – 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

Responsibilities

• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.
• Maintain up to date knowledge in the areas of patient registration, appointment scheduling and department protocols in accordance with the clinical departments scheduling guidelines.
• Provide leadership support for multiple clinical departments and Access Specialist assigned to those departments.
• Provide leadership and manage workflow for outbound call assignments to schedule patients based on referrals received, ensuring staff are adhering to processes and procedures.
• Provide leadership support to resolve After Hour Access patient concerns or urgent situations as needed.
• Together with Access Center Supervisor or Manager, review, communicate, and monitor changes to specialist schedules including breaks and lunches to ensure UT Health Standards are met.
• Be responsible for telephone coverage – lunches and when short staffed in any area of responsibility.
• Conduct call audits for assigned agents, providing immediate feedback and coaching.
• Be a knowledgeable resource to call center agents helping with questions, job knowledge or scheduling guidelines and clinical protocols. Serve as a liaison between Access Specialist and clinics to resolve scheduling errors and patient issues.
• Assist in coordinating training/onboarding of new team members and re-training of existing Specialist, under direction of Supervisor.
• Coordinate and plan daily tasks for outbound calls made to schedule patients based on referrals received, ensuring all specialists are adhering to processes and procedures of those assignments.
• Provide effective motivational coaching and mentoring to improve the performance of Access Specialist.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Attend/complete all ongoing technical, customer service, and other training to continually improve skills.
• Adapt to ongoing operational or changes based on business needs.
• Comply with all clinical policies and procedures and HIPAA compliance.
• Demonstrate personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies.
• Perform other duties as assigned.