What are the responsibilities and job description for the Call Center/Clinic Staff Assistant I position at UT Southwestern?
Why UT Southwestern?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued patients and employees. With over 20,000 employees, we are committed to continuing our growth with the best professionals in the healthcare industry. We invite you to be a part of the UT Southwestern team where you’ll discover teamwork, professionalism, and consistent opportunities for growth.
Job Summary
Call Center/Clinic Staff Assistant I (CSA I) staff in this role will primarily support clinic-based call centers , which manage a high volume of patient phone calls. Key responsibilities include: appointment scheduling, coordination of services across multiple providers and specialties, insurance benefit verification, documenting patient telephone encounters, and responding to patient inquiries with a focus on excellent customer service.These positions may be onsite, hybrid, or fully remote , depending on the needs of the clinic and department. All new hires will complete initial training onsite prior to transitioning to their designated work arrangement.
Job Duties
Learn and demonstrates proficiency in a minimum of two (2) of the following clinical front office operations in a minimum of two (2) clinical front office operations within 6-12 months:
Registration
Scheduling
Inbound call documentation
Insurance Entry and Verification
Referrals Management
Cash Drawer, Payment Posting and Check-in/Check-out
Learn and maintain up-to-date knowledge of Epic electronic medical record (EMR) system user operations, front office clinical workflows and policies and procedures.
Deliver superior customer service, representing UT Southwestern in a positive and professional manner to patients, colleagues, and the community.
Build rapport and communication with internal and external team members to ensure best outcomes for the patient in a comprehensive clinical care model.
Maintain patient confidentiality in accordance with HIPAA and UT Southwestern policy.
Maintain neatness of customer waiting area; keeps area stocked with pamphlets and other materials as appropriate.
Ensure adequate inventory of items necessary for day-to-day functions of clinic, such as office supplies and patient forms.
Duties performed may include one or more of the following core functions: (a) Directly interact with or care for patients; (b) Directly interact with or care for human-subjects research participants; (c) Regularly maintain, modify, release or similarly affect patient records (including patient financial records); or (d) Regularly maintain, modify, release or similarly affect human-subjects research records.
Perform other duties as assigned.
Experience and Education
High school diploma or GED with prior customer service experience required and successful completion of CSA competencies in two (2) clinical front office operations within 6-12 months of hire.
Degree in related field and/or related experience preferred but not required.
To learn more about the benefits UT Southwestern offers, visit https://www.utsouthwestern.edu/employees/hr-resources/
This position is security-sensitive and subject to Texas Education Code §51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued patients and employees. With over 20,000 employees, we are committed to continuing our growth with the best professionals in the healthcare industry. We invite you to be a part of the UT Southwestern team where you’ll discover teamwork, professionalism, and consistent opportunities for growth.
Job Summary
Call Center/Clinic Staff Assistant I (CSA I) staff in this role will primarily support clinic-based call centers , which manage a high volume of patient phone calls. Key responsibilities include: appointment scheduling, coordination of services across multiple providers and specialties, insurance benefit verification, documenting patient telephone encounters, and responding to patient inquiries with a focus on excellent customer service.These positions may be onsite, hybrid, or fully remote , depending on the needs of the clinic and department. All new hires will complete initial training onsite prior to transitioning to their designated work arrangement.
Job Duties
Learn and demonstrates proficiency in a minimum of two (2) of the following clinical front office operations in a minimum of two (2) clinical front office operations within 6-12 months:
Registration
Scheduling
Inbound call documentation
Insurance Entry and Verification
Referrals Management
Cash Drawer, Payment Posting and Check-in/Check-out
Learn and maintain up-to-date knowledge of Epic electronic medical record (EMR) system user operations, front office clinical workflows and policies and procedures.
Deliver superior customer service, representing UT Southwestern in a positive and professional manner to patients, colleagues, and the community.
Build rapport and communication with internal and external team members to ensure best outcomes for the patient in a comprehensive clinical care model.
Maintain patient confidentiality in accordance with HIPAA and UT Southwestern policy.
Maintain neatness of customer waiting area; keeps area stocked with pamphlets and other materials as appropriate.
Ensure adequate inventory of items necessary for day-to-day functions of clinic, such as office supplies and patient forms.
Duties performed may include one or more of the following core functions: (a) Directly interact with or care for patients; (b) Directly interact with or care for human-subjects research participants; (c) Regularly maintain, modify, release or similarly affect patient records (including patient financial records); or (d) Regularly maintain, modify, release or similarly affect human-subjects research records.
Perform other duties as assigned.
Experience and Education
High school diploma or GED with prior customer service experience required and successful completion of CSA competencies in two (2) clinical front office operations within 6-12 months of hire.
Degree in related field and/or related experience preferred but not required.
To learn more about the benefits UT Southwestern offers, visit https://www.utsouthwestern.edu/employees/hr-resources/
This position is security-sensitive and subject to Texas Education Code §51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
