Health Access Partner (HAP-Call Center Staff)

**Job Posting Title:**Health Access Partner (HAP-Call Center Staff)**----****Hiring Department:**Dell Medical School**----****Position Open To:**All Applicants**----****Weekly Scheduled Hours:**40**----****FLSA Status:**Non-Exempt**----****Earliest Start Date:**Jan 12, 2026**----****Position Duration:**Expected to Continue**----****Location:**UT MAIN CAMPUS**----****Job Details:**## General NotesDell Medical School is seeking a Health Access Partner for the HAP-Call Center.## PurposeThe Health Access Partner (HAP) – Call Center Staff provides essential support in the UT Health Austin Access Center, coordinating patient care through registration, scheduling, and addressing various patient inquiries. This role 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. The ideal candidate demonstrates a high level of professionalism, efficiency, and the ability to navigate complex healthcare workflows, contributing to the Access Center's commitment to accessible, high-quality patient care.## Responsibilities:Patient Scheduling and Coordination:Schedule appointments for specialty clinics, surgeries, and diagnostic imaging.Manage referral processing, insurance verification, appointment confirmations, cancellations, and rescheduling.Confidentiality:Ability to maintain and respect the confidential nature of medical information.Judgment and Decision-Making:Ability to use experience and judgment to plan and accomplish goals. Ability to read and interpret documents such as patient charts, safety rules, operating instructions, and procedural manuals.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.Communication Skills:Strong verbal and written communication skills 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.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.*Other Job Duties may apply as assigned*## KNOWLEDGE/SKILLS/ABILITIESMarginal or Periodic Functions:Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency while supporting department-based goals which contribute to the success of the organization; Serves as preceptor, mentor, and resource to less experienced staff. Adheres to internal controls and reporting structure. Performs related duties as required.Documentation of Referral and Scheduling ProcessesDocument each step of the referral and scheduling processes to ensure clear communication and record-keeping for internal and external care teams.Support for External WorkflowsAssist with integrating external workflows through Athena or other systems, as needed, to support patient management.Insurance and Authorization CoordinationVerify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.Adherence to Quality StandardsMaintain Quality Performance Review Scorecard standards, achieving a minimum score of 90%. Follow department protocols, using reference materials to ensure consistent service quality.Documentation and Conflict ResolutionDocument all interactions, steps, and coordination efforts in patient records. Utilize conflict resolution and de-escalation techniques to manage patient concerns professionally.Specialty Care Referral ProcessingProcess specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.Data Entry and Patient Information ManagementUpdate and maintain accurate patient information, including demographics and insurance details. Perform outbound contact to confirm appointments and support patient attendance.Multi-Channel Communication ManagementRespond to patient inquiries via email, chat, and other electronic channels. Obtain and coordinate medical records as needed, following UT Health Austin guidelines.Customer Service and CollaborationProvide 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.## 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* Bilingual in English and Spanish.* Experience in patient access, registration, or medical office administration.* Familiarity with HIPAA guidelines and healthcare compliance standards.* Bilingual in English and Spanish.* 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 Range$43,500+ depending on qualifications## Working Conditions* May work around standard office conditions* Repetitive use of a keyboard at a workstation## Required Materials* Resume/CV* 3 work references with their contact information; at least one reference should be from a supervisor* Letter of interest**Important** **for applicants who are NOT current university employees or contingent workers:** You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.

Once your job application has been submitted, you cannot make changes.**Important for Current university employees and contingent workers:** As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.----**Employment Eligibility:**Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.----**Retirement Plan Eligibility:**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 #J-18808-Ljbffr