Call Center Agent II/III (Pedi Surgery)

Call Center Agent II/III

What we do here changes the world. UTHealth Houston is Texas' resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That's where you come in.

Pediatric Surgery Team!

We're looking for a Call Center Agent II/III to join our team and help deliver a positive experience for every caller. In this role, you'll use your strong communication skills and scheduling experience to support customers in a fast-paced call center or customer service environment.

This position requires at least two years of experience scheduling in a call center or customer service setting, along with proficiency in Microsoft Office, strong typing and keyboarding skills, and a solid understanding of medical terminology. Equivalent years of education beyond the minimum requirement may be considered in place of the required experience.

If you enjoy helping others, thrive in a structured yet people-focused role, and are looking to grow your career at the II or III level, we'd love to hear from you. Once you join us you won't want to leave. It's because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you'd expect from a top healthcare organization (benefits, insurance, etc.), plus:

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you'll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees! As a world-renowned institution, our employees' wellbeing is important to us. We offer work/life services such as...

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts including entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus many more!

Position Summary:

Responsible for registering patients, scheduling appointments, verifying insurance eligibility/demographics and diagnostics as guided by scheduling protocols for each physician, triaging phone calls, and supporting various projects in the call center. Obtains information to properly schedule and register patients.

Position Key Accountabilities:

• Schedules patient appointments and enter required demographics and insurance/financial information from the guarantor/patient.
• Verify insurance eligibility and ensures all referral authorizations are obtained within the required time frames.
• Triages all non-appointment phone calls to accurately transfer to the correct department.
• Supports online appointment scheduling and assists in other sub-specialized teams that help support the needs of the call center.
• Identifies and handles a variety of routine to complex customer service inquiries or requests while providing a high level of customer service.
• Supports the call center in meeting required department metrics for calls answered and minimize department abandoned call percentage rate.
• Responsible for accurate email distribution.
• Responsible for the outbound registration process.
• Responsible for complying with all policies and procedures regarding HIPAA compliance.
• Performs other duties as assigned.

Certification/Skills:

• None

Minimum Education:

High School Diploma or equivalent required

Minimum Experience:

2 years of experience scheduling in a call center or customer service setting required Experience with Microsoft Office suite, proficient typing/keyboarding skills and knowledge of medical terminology required May substitute required experience with equivalent years of education beyond the minimum education requirement.

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This position is a security-sensitive position pursuant to Texas Education Code 51.215 and Texas Government Code 411.094. To the extent that a position requires the holder to research, work on, or have access to critical infrastructure as defined in Texas Business and Commerce Code 117.001(2), the ability to maintain the security or integrity of the infrastructure is a minimum qualification to be hired for and to continue to be employed in that position. Personnel in such positions, and similarly situated state contractors, will be routinely reviewed to determine whether things such as criminal history or continuous connections to the government or political apparatus of a foreign adversary might prevent the applicant, employee, or contractor from being able to maintain the security or integrity of the infrastructure. A foreign adversary is a nation listed in 15 C.F.R. 791.4.

Residency Requirement:

Employees must permanently reside and work in the State of Texas.