Location: UT MAIN CAMPUS
Job Posting Title:Bilingual Healthcare Customer Service Representative, UT Health Austin
Hiring Department:Dell Medical School
Position Open To:All Applicants
Weekly Scheduled Hours:40
Earliest Start Date:Immediately
Position Duration:Expected to Continue
Location:UT MAIN CAMPUS
Job Description:Assist with indirect patient care such as registration, scheduling, and other inquiries in the UT Health Austin Access Center by using the highest level of customer service and outstanding communication skills to ensure timely coordination of care for patients.
UT Health Austin is a new medical group clinical practice that uses innovative, team-based models and strategies to provide care focused on an individual's health and personal goals. UT Health Austin provides care for a select-but-growing list of conditions; additional services will be available in the coming months. To learn more, visit https://uthealthaustin.org/
Assist in patient scheduling for multiple specialty integrated practice units, surgeries and diagnostic imaging. Perform referral processing coordination, insurance verification, appointment confirmations, cancellations, and reschedules. Under general supervision, exercise some discretion, make routine decisions based on existing scheduling guidelines and will assume other duties when assigned.
Interact with the Access Center and Clinical Care Team. Provide customer service to all contacts, included but not limited to scheduling and confirming patient appointments for multiple health services, using an electronic contact center software system, electronic health record and other electronic methods for managing patient care.
Provide response and assistance to patients via electronic multi-media requests (email, chat, web, etc.). Obtain medical records as needed in accordance with UT Health Austin guidelines. Identify and obtain medical authorizations working with insurance payers and program facilitators. Verify patient insurance in accordance with UT Health Austin guidelines.
Perform data entry, making necessary updates to patient information, demographics and insurance information using an electronic practice management system. Perform a variety of outbound proactive health contacts to patients, using established electronic methods. Complete appointment confirmation calls, ensuring patients attend their appointment.
Receive and process specialty care referrals from Providers using Access Center software ensuring timely coordination of care for patients. Provide exceptional customer service and problem solving techniques in an attempt to further the patients overall health and well-being via specialty care referrals. Obtain all necessary information via the patient record to ensure efficient processing of referrals.
Document all referral processing steps throughout multiple stages, care coordination interactions with patients an providers utilizing Access Center software. Provide conflict resolution utilizing established UT Health Austin de-escalation methods. Educate and explain referral processes and procedures to patients. Establish and maintain effective working relationships with Care Teams internally and externally.
Navigate all contacts appropriately using various software tools and electronic technology methods. Maintain Quality Performance Review Scorecard Standards (score of 90 percent or greater). Apply use of department manuals and reference tools.
High school graduation or GED. Three years of related experience. Prior healthcare setting experience. Bilingual in English and Spanish. Working knowledge of Electronic Practice Management systems to include scheduling and general billing functions. Capable of documenting patient communication, referral notations, and clinical chart notes accurately and appropriately. Professional verbal and written communication. Ability to anticipate needs and follow through with internal and external customers. Exceptional customer services skills, awareness and phone etiquette. Ability to follow directions. Ability to communicate effectively with patient and the healthcare team, including the ability to explain registration policies and procedures. Must be able to interpret basic medical terminology and have proficiency in the use of basic math skills. Ability to maintain and respect the confidential nature of medical information. Ability to use experience and judgement to plan and accomplish goals. Must have ability to read and interpret documents such as charts, safety rules, operating and maintenance instructions, and procedure manuals.
Relevant education and experience may be substituted as appropriate.
Experience working with Electronic Health Records. Experience working in a multi-practice setting. Experience with occupational health. Experience with scheduling surgeries. Experience with scheduling diagnostic imaging. Experience with obtaining insurance authorizations. Ability to function in a fast-paced environment. Good organizational, problem solving and critical thinking skills. Knowledge of operating a multi-phone system or electronic telephone software system. Proficient use of computers. Ability to be flexible and assignments an multi-task as needed. Oncology experience preferred.
$35,360+ depending on qualifications
- May work around standard office conditions
- Repetitive use of a keyboard at a workstation
- Use of manual dexterity
- 3 work references with their contact information; at least one reference should be from a supervisor
- Letter of interest
Important:You will be prompted to submit your resume in the first step of the online job application process. Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file. 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.
Required Application Materials:A resume or CV is required to apply. A list of 3 references is required to apply. Any additional required materials are noted in the Job Details section.
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.
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.
A criminal history background check will be required for finalist(s) under consideration for this position.
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.
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.
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.
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:
- E-Verify Poster (English) [PDF]
- E-Verify Poster (Spanish) [PDF]
- Right To Work Poster (English) [PDF]
- Right To Work Poster (Spanish) [PDF]
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 2018 report here or obtain a copy at University Compliance Services, 1616 Guadalupe, Suite UTA 2.206, Austin, TX 78701.