Access Center Operator at The University of Texas at Austin in Austin, TX

Job description

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, TX ---- Job 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 Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job applicatio