What are the responsibilities and job description for the Patient Call Center Representative position at Texas Tech Unv Hlth Sci Ctr El Paso?
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Patient Call Center Representative
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.
Requisition ID
40202BR
Work Location
El Paso
Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso
Campus
HSC - El Paso
Department
Patient Call Center
Major/Essential Functions
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 demonstrate, display and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork).
Serve as a Value's ambassador while actively promoting and encouraging staff across the institution.
Perform all other duties as assigned.
Required Qualifications
High school diploma or GED.
One (1) year customer service, multi-line call agent and/or call center experience.
Healthcare setting preferred.
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.
EEO Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information or status as a protected veteran.
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.
Does this position work in a research laboratory?
No
Required Attachments
Resume / CV, Transcript
Job Type
Full Time
Pay Basis
Hourly
Minimum Hire Rate
Compensation is commensurate upon the qualifications of the individual selected
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.
Travel Required
Up to 25%
Shift
Day
Grant Funded?
No
Job Group
Information and Records Clerks
Job Expires
02/25/2025
Patient Call Center Representative
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.
Requisition ID
40202BR
Work Location
El Paso
Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso
Campus
HSC - El Paso
Department
Patient Call Center
Major/Essential Functions
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 demonstrate, display and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork).
Serve as a Value's ambassador while actively promoting and encouraging staff across the institution.
Perform all other duties as assigned.
Required Qualifications
High school diploma or GED.
One (1) year customer service, multi-line call agent and/or call center experience.
Healthcare setting preferred.
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.
EEO Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information or status as a protected veteran.
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.
Does this position work in a research laboratory?
No
Required Attachments
Resume / CV, Transcript
Job Type
Full Time
Pay Basis
Hourly
Minimum Hire Rate
Compensation is commensurate upon the qualifications of the individual selected
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.
Travel Required
Up to 25%
Shift
Day
Grant Funded?
No
Job Group
Information and Records Clerks
Job Expires
02/25/2025
