Access Center Operator

UNIVERSITY OF TEXAS AT AUSTIN • Austin, TX • 6h ago

Call Management and RoutingAnswer 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 and CoordinationVerify patient identity using established guidelinesAssist 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 and System NavigationAccurately 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 and CommunicationDemonstrate 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 and Team CollaborationWork 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 and Quality AssuranceAdhere 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.?Marginal or Periodic FunctionsProvide administrative support, such as faxing, scanning, or assisting scheduling/HIM teams.Participate in training and development, including mentoring new operators.Assist with quality assurance and reporting by monitoring call quality and suggesting improvements.Support technical troubleshooting by reporting system issues and helping colleagues.Contribute to special projects like patient outreach or handling peak call volumes.Perform other related duties as assigned.Knowledge/Skills/AbilitiesKnowledge:Understanding of call center operations and telephone etiquette.Basic knowledge of healthcare terminology, appointment scheduling, and patient access workflows.Familiarity with electronic health records (EHR) and scheduling software.Awareness of HIPAA regulations and patient confidentiality standards.Knowledge of insurance verification and basic billing inquiries is a plus.Skills:Strong communication skills (verbal and written) for professional patient interactions.Active listening to accurately understand and address caller needs.Problem-solving abilities to navigate patient inquiries efficiently.Multi-tasking and organizational skills to manage high call volumes effectively.Basic computer proficiency, including data entry and navigating multiple systems.Customer service skills with a patient-centered approach.Abilities:Work in a fast-paced environment and remain calm under pressure.Follow protocols and scripts while adapting to patient needs.Handle sensitive information with discretion and professionalism.Collaborate with team members and healthcare staff.Learn new technologies and workflow processes quickly.

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