The University of Texas at Austin
Health Access Partner (HAP-Call Center Staff)
The University of Texas at Austin, Campus, Illinois, us, 60920
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 Dell Medical School is seeking a Health Access Partner for the HAP-Call Center.
Purpose The 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 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.
Interpersonal Skills 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. 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. Document patient communication, referrals, and clinical notes accurately. Familiarity with medical terminology and basic math skills. Navigate and use multi‑line phone systems or electronic call management systems.
Other Job Duties may apply as assigned.
Knowledge, Skills and Abilities Marginal or Periodic Functions Promote individual professional growth and development by meeting requirements for mandatory/continuing education and skill competency while supporting department‑based goals which contribute to the success of the organization. Serve as preceptor, mentor, and resource to less experienced staff. Adhere to internal controls and reporting structure. Perform related duties as required.
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.
Support for External Workflows Assist with integrating external workflows through Athena or other systems, as needed, to support patient management.
Insurance and Authorization Coordination Verify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.
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.
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.
Specialty Care Referral Processing Process specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.
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.
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.
Customer Service and Collaboration Provide excellent customer service for all contacts, including scheduling and confirming patient appointments. Work closely with the 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.
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
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 in length.
Background Checks A criminal history background check will be required for finalist(s) 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.
Pay Transparency The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Employment Eligibility Verification If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
E‑Verify The University of Texas at Austin uses E‑Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E‑Verify is 854197.
Compliance Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
Security and Fire Safety The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.
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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 Dell Medical School is seeking a Health Access Partner for the HAP-Call Center.
Purpose The 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 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.
Interpersonal Skills 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. 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. Document patient communication, referrals, and clinical notes accurately. Familiarity with medical terminology and basic math skills. Navigate and use multi‑line phone systems or electronic call management systems.
Other Job Duties may apply as assigned.
Knowledge, Skills and Abilities Marginal or Periodic Functions Promote individual professional growth and development by meeting requirements for mandatory/continuing education and skill competency while supporting department‑based goals which contribute to the success of the organization. Serve as preceptor, mentor, and resource to less experienced staff. Adhere to internal controls and reporting structure. Perform related duties as required.
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.
Support for External Workflows Assist with integrating external workflows through Athena or other systems, as needed, to support patient management.
Insurance and Authorization Coordination Verify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.
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.
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.
Specialty Care Referral Processing Process specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.
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.
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.
Customer Service and Collaboration Provide excellent customer service for all contacts, including scheduling and confirming patient appointments. Work closely with the 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.
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
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 in length.
Background Checks A criminal history background check will be required for finalist(s) 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.
Pay Transparency The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Employment Eligibility Verification If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
E‑Verify The University of Texas at Austin uses E‑Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E‑Verify is 854197.
Compliance Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
Security and Fire Safety The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.
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