The University of Texas at Austin
Health Access Partner (HAP-Call Center Staff) Special Initiatives/Pilot Staff
The University of Texas at Austin, Campus, Illinois, us, 60920
Job Posting Title
Health Access Partner (HAP-Call Center Staff) Special Initiatives/Pilot Staff
Hiring Department Dell Medical School
Position Details Weekly Scheduled Hours: 40 FLSA Status: Non‑Exempt Position Duration: Expected to Continue Earliest Start Date: Dec 22, 2025 Location: UT MAIN CAMPUS
Job Overview The Dell Medical School is seeking a Health Access Partner (HAP) – Call Center Staff. This role provides essential support in the UT Health Austin Access Center, coordinating patient care through registration, scheduling, and addressing various patient inquiries. The HAP is central to ensuring a positive patient experience by applying exceptional customer service skills and utilizing electronic health and scheduling systems for accurate and timely care coordination. The HAP is also responsible for handling specialty referrals, managing data entry, and engaging with patients through multi‑channel communications.
Responsibilities Patient Scheduling and Coordination
Schedule appointments for specialty clinics, surgeries, and diagnostic imaging.
Manage referral processing, insurance verification, appointment confirmations, cancellations, and rescheduling.
Customer Service and Collaboration
Provide excellent customer service for all contacts, including scheduling and confirming patient appointments.
Work closely with Access Center and Clinical Care Teams to ensure smooth patient care processes.
Multi‑Channel Communication Management
Respond to patient inquiries via email, chat, and other electronic channels.
Obtain and coordinate medical records as needed, following UT Health Austin guidelines.
Data Entry and Patient Information Management
Update and maintain accurate patient information, including demographics and insurance details.
Perform outbound contact to confirm appointments and support patient attendance.
Specialty Care Referral Processing
Process specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.
Documentation and Conflict Resolution
Document all interactions, steps, and coordination efforts in patient records.
Utilize conflict resolution and de‑escalation techniques to manage patient concerns professionally.
Adherence to Quality Standards
Maintain Quality Performance Review Scorecard standards, achieving a minimum score of 90%.
Follow department protocols, using reference materials to ensure consistent service quality.
Insurance and Authorization Coordination
Verify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.
Support for External Workflows
Assist with integrating external workflows through Athena or other systems, as needed, to support patient management.
Documentation of Referral and Scheduling Processes
Document each step of the referral and scheduling processes to ensure clear communication and record‑keeping for internal and external care teams.
Other related duties as assigned.
Marginal or Periodic Functions
Promote individual professional growth by meeting requirements for mandatory/continuing education and skills competency while supporting department‑based goals.
Serve as preceptor, mentor, and resource to less experienced staff.
Adhere to internal controls and reporting structure.
Perform related duties as required.
Knowledge, Skills, and Abilities Technical Skills
Proficient in Electronic Practice Management systems, including scheduling and general billing functions.
Skilled in documenting patient communication, referrals, and clinical notes accurately.
Familiarity with medical terminology and basic math skills.
Ability to navigate and use multi‑line phone systems or electronic call management systems.
Communication Skills
Strong verbal and written communication with a focus on professionalism.
Excellent customer service abilities, with strong phone etiquette.
Ability to communicate effectively with patients and healthcare teams, including explaining registration policies and procedures.
Interpersonal Skills
Ability to anticipate needs and follow through with both internal and external customers.
Strong organizational skills, with the ability to work in a fast‑paced environment.
Confidentiality
Ability to maintain and respect the confidential nature of medical information.
Judgment and Decision‑Making
Use experience and judgment to plan and accomplish goals.
Read and interpret documents such as patient charts, safety rules, operating instructions, and procedural manuals.
Qualifications Required Qualifications
High school graduation or GED.
Minimum of three years of relevant experience, preferably in a healthcare setting.
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
Spanish‑English bilingual.
Experience in patient access, registration, or medical office administration.
Familiarity with HIPAA guidelines and healthcare compliance standards.
Experience with insurance verification and authorizations.
Knowledge of referral and pre‑authorization processes.
Experience working in a multi‑specialty or high‑volume medical office setting.
Salary $43,500+ depending on qualifications
Working Conditions
Standard office environment.
Repetitive use of a keyboard.
Required Materials
Resume/CV.
Three work references with contact information; at least one reference should be from a supervisor.
Letter of interest.
Employment Eligibility Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited through University‑Wide or Open Recruiting, including promotional opportunities and lateral transfers.
Background Checks A criminal history background check will be required for finalists 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.
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Hiring Department Dell Medical School
Position Details Weekly Scheduled Hours: 40 FLSA Status: Non‑Exempt Position Duration: Expected to Continue Earliest Start Date: Dec 22, 2025 Location: UT MAIN CAMPUS
Job Overview The Dell Medical School is seeking a Health Access Partner (HAP) – Call Center Staff. This role provides essential support in the UT Health Austin Access Center, coordinating patient care through registration, scheduling, and addressing various patient inquiries. The HAP is central to ensuring a positive patient experience by applying exceptional customer service skills and utilizing electronic health and scheduling systems for accurate and timely care coordination. The HAP is also responsible for handling specialty referrals, managing data entry, and engaging with patients through multi‑channel communications.
Responsibilities Patient Scheduling and Coordination
Schedule appointments for specialty clinics, surgeries, and diagnostic imaging.
Manage referral processing, insurance verification, appointment confirmations, cancellations, and rescheduling.
Customer Service and Collaboration
Provide excellent customer service for all contacts, including scheduling and confirming patient appointments.
Work closely with Access Center and Clinical Care Teams to ensure smooth patient care processes.
Multi‑Channel Communication Management
Respond to patient inquiries via email, chat, and other electronic channels.
Obtain and coordinate medical records as needed, following UT Health Austin guidelines.
Data Entry and Patient Information Management
Update and maintain accurate patient information, including demographics and insurance details.
Perform outbound contact to confirm appointments and support patient attendance.
Specialty Care Referral Processing
Process specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.
Documentation and Conflict Resolution
Document all interactions, steps, and coordination efforts in patient records.
Utilize conflict resolution and de‑escalation techniques to manage patient concerns professionally.
Adherence to Quality Standards
Maintain Quality Performance Review Scorecard standards, achieving a minimum score of 90%.
Follow department protocols, using reference materials to ensure consistent service quality.
Insurance and Authorization Coordination
Verify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.
Support for External Workflows
Assist with integrating external workflows through Athena or other systems, as needed, to support patient management.
Documentation of Referral and Scheduling Processes
Document each step of the referral and scheduling processes to ensure clear communication and record‑keeping for internal and external care teams.
Other related duties as assigned.
Marginal or Periodic Functions
Promote individual professional growth by meeting requirements for mandatory/continuing education and skills competency while supporting department‑based goals.
Serve as preceptor, mentor, and resource to less experienced staff.
Adhere to internal controls and reporting structure.
Perform related duties as required.
Knowledge, Skills, and Abilities Technical Skills
Proficient in Electronic Practice Management systems, including scheduling and general billing functions.
Skilled in documenting patient communication, referrals, and clinical notes accurately.
Familiarity with medical terminology and basic math skills.
Ability to navigate and use multi‑line phone systems or electronic call management systems.
Communication Skills
Strong verbal and written communication with a focus on professionalism.
Excellent customer service abilities, with strong phone etiquette.
Ability to communicate effectively with patients and healthcare teams, including explaining registration policies and procedures.
Interpersonal Skills
Ability to anticipate needs and follow through with both internal and external customers.
Strong organizational skills, with the ability to work in a fast‑paced environment.
Confidentiality
Ability to maintain and respect the confidential nature of medical information.
Judgment and Decision‑Making
Use experience and judgment to plan and accomplish goals.
Read and interpret documents such as patient charts, safety rules, operating instructions, and procedural manuals.
Qualifications Required Qualifications
High school graduation or GED.
Minimum of three years of relevant experience, preferably in a healthcare setting.
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
Spanish‑English bilingual.
Experience in patient access, registration, or medical office administration.
Familiarity with HIPAA guidelines and healthcare compliance standards.
Experience with insurance verification and authorizations.
Knowledge of referral and pre‑authorization processes.
Experience working in a multi‑specialty or high‑volume medical office setting.
Salary $43,500+ depending on qualifications
Working Conditions
Standard office environment.
Repetitive use of a keyboard.
Required Materials
Resume/CV.
Three work references with contact information; at least one reference should be from a supervisor.
Letter of interest.
Employment Eligibility Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited through University‑Wide or Open Recruiting, including promotional opportunities and lateral transfers.
Background Checks A criminal history background check will be required for finalists 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.
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