Patient Call Center Representative

45974BR

Extended Job Title:

Patient Call Center Representative

Org Level 1:

Texas Tech Unv Hlth Sci Ctr El Paso

Position Description:

Responds efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means in a busy call center. Provides a positive first impression to customers, offering one call resolution when within scope.

Texas Tech Health El Paso (TTEP) is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas.

Additionally, this position is not eligible for remote or hybrid opportunities. All work is required to be performed onsite at TTEP.

Requisition ID:

45974BR

Optional Attachments:

Transcript

Travel Required:

Up to 25%

Major/Essential Functions:

• Provide scheduling support for multiple outpatient clinics.

• Obtain and enter demographic and insurance coverage information.

• Verify and update patient information, ensuring all events are documented in the patient’s electronic medical record in accordance with departmental requirements.

• Protect the financial integrity of TTUHSC El Paso by discussing insurance eligibility, payment options and screening for eligibility.

• Proactively contact patients to follow up on missed appointments, or remind them of upcoming visits.

• Conduct outbound calls as part of quality assurance initiatives to ensure patient satisfaction, compliance with treatment plans, or adherence to follow-up care instructions.

• Utilize professional and timely problem-solving skills to connect the caller with appropriate staff and/or services in the event of issues/concerns are outside of the Patient Call Center Representative’s scope.

• Develop and maintain knowledge of the full range of services offered by TTUHSC El Paso/Texas Tech Physicians.

• Assist in the gathering of information, updating and maintaining the departments’ database for the Contact Center.

• Ensure the confidentiality of all patients, applications, records, and information received. Maintains knowledge of, and adheres to all HIPAA standards of privacy and confidentiality.

• Respond to patient complaints/concerns in a professional manner, escalating as appropriate and/or directed.

• Collaborate with and across all healthcare team to facilitate and ensure a positive and seamless patient experience.

• Participate in training and professional development activities to stay current on healthcare industry trends and best practices.

• Consistently meet established performance metrics and goals as determined by clinical operations leadership.

• Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.).

• Personally, and consistently, demonstrate, display and act in accordance with Texas Tech Health El Paso’s Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Serve as a Value's leader while actively promoting and encouraging staff across the institution.

• Remains current with all licensure, certifications and mandatory compliances and trainings required of this position.

• Perform all other duties as assigned.

Grant Funded?:

No

Minimum Hire Rate:

Compensation is commensurate upon the qualifications of the individual selected

Pay Basis:

Hourly

Work Location:

El Paso

Preferred Qualifications:

• Excellent communication (written and verbal) and interpersonal skills.

• Demonstrated ability to respond to inquiries and concerns effectively, professionally, and in a timely manner.

• Previous experience in a healthcare call center.

• Previous experience performing complex patient scheduling.

• Knowledge of basic medical terminology.

• Experience with Electronic Health Record (EHR) Systems or healthcare scheduling software.

• Bilingual- English and Spanish.

Campus:

HSC - El Paso

Department:

Patient Call Center

Required Attachments:

Resume / CV

Job Type:

Full Time

Pay Statement:

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website ( .

Job Group:

Information and Records Clerks

Shift:

Day

EEO Statement:

All qualified applicants will be considered for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.

Required Qualifications:

• High school diploma or GED.

• One (1) year customer service, multi-line call agent and/or call center experience.

• Healthcare setting preferred.

Does this position work in a research laboratory?:

No

Jeanne Clery Act:

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. To view this report, visit the TTUHSC Clery Act website ( .