Administrative Assistant - Healthcare Customer Service Representative
UT Dell Medical School
May 17, 2018
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/
Required Application Materials:
A Resume is required in order to apply
A Letter of Interest is required in order to apply.
A List of 3 References is required in order to apply.
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.
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.
Other related functions as assigned.
High school graduation or GED. Three years of related experience. Prior healthcare setting experience. 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. Equivalent combination of relevant education and experience may be substituted as appropriate.
Bilingual in English and Spanish. 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.
May work around standard office conditions Repetitive use of a keyboard at a workstation Use of manual dexterity
A criminal history background check will be required for finalist(s) under consideration for this position.
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.
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.
If hired, you will be required to complete the federal Employment Eligibility Verification form, I-9. You will be required to present acceptable, original documents to prove your identity and authorization to work in the United States. Information from the documents will be submitted to the federal E-Verify system for verification. Documents must be presented no later than the third day of employment. Failure to do so will result in dismissal.