Job Posting Title:
Access Center Operator, UT Health Austin
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Hiring Department:
Dell Medical School
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Position Open To:
All Applicants
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Weekly Scheduled Hours:
40
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FLSA Status:
Non-Exempt
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Earliest Start Date:
Apr 04, 2025
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Position Duration:
Expected to Continue
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Location:
AUSTIN, TX
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Job Details:
General Notes
UT Health Austin's Access Center at the Dell Medical School is seeking an Access Center Operator.
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.
Marginal or Periodic Functions:
Provide administrative support, such as faxing, scanning, or assisting scheduling/HIM teams.
Participate in training & development, including mentoring new operators.
Assist with quality assurance & 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/Abilities
Knowledge:
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.
Required Qualifications
High school diploma or equivalent. At least one year of experience in a call center, customer service, or administrative role.
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
Associate’s degree or 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
$37,000+ depending on qualifications
Working Conditions
Required Materials
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 application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.
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Employment Eligibility:
Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
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Retirement Plan Eligibility:
The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
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Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
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Equal Opportunity Employer:
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.
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Pay Transparency:
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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
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Employment Eligibility Verification:
If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
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E-Verify:
The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:
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Compliance:
Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.
