Description This position is currently a work from home position, in a high-volume Inbound call center. Access Specialist III will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. Access Specialist III will assist with training, and act as Level 1 Conflict Resolution for all escalated issues. Responsibilities - Responsible for handling a high volume of patient and clinical business calls averaging 40-65 calls per day. - Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols. - Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program. - Complete registration of new patients which includes obtaining complete and accurate patient demographics, including entering and verification of subscriber insurance information. - Provides back up support for multiple clinical departments. - Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff. - Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns. - Completes outbound call to schedule patients, adhering to processes and procedures of those assignments. - Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call. - Maintain call quality assessment scores of 95% - 100% consistently. - Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual. - Attends/Completes all ongoing technical, customer service, and other training to continually improve skills. - Be a knowledgeable resource to call center agents providing assistance with questions, job knowledge or scheduling guidelines and clinical protocols. - 1st Level conflict resolution. - Serves as a liaison between patients and clinic, including exercising knowledge and judgement to overbook appointments. - Participates in training of new and existing call center agents. - Participates in Access Center improvement initiatives. - Adapts to ongoing operational or changes based on business needs. - Responsible for complying with all clinical policies and procedures and HIPAA compliance. - Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies. - Performs other duties as assigned. Qualifications - Excellent verbal and written communication skills - Active Listening skills - Problem solving and Conflict Resolution - Customer service orientation - Organizational skills - Attention to detail - Adaptability - Teamwork - Proficient typing and keyboarding skills - Knowledge in Microsoft Office Suite - Bilingual preferred, but not required Education HS Diploma is required.