Ambulatory Access Center Coordinator - Ambulatory Services - Call Center
Department: Ambulatory Svcs - Call Center
Full/Part Time/PRN: Full-Time
Experience and Education
2.Customer Service:A.Provide support as a single point of contact for patients, physicians and employees to access multiple clinical services at UT Southwestern while maintaining a high level of customer service to all internal and external customers.B.Provides exemplary customer service; treats patients and coworkers with courtesy and discretion. Greets and directs patients, salespeople, and visitors.C.Communicates in an effective and professional manner with Physicians, Care Management, ancillary departments, nursing units, physicians' office staff, insurance companies, as well as patients and their families. Completes thorough and accurate documentation.D.Adheres to all university policies, procedures, and standards, within budgetary specifications, including time management, supply management, productivity, and accuracy of practice.E. Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.F.Act as a liaison for the patients and the Health Center: a.Direct calls as needed. b.Use sound judgment in handling calls.c.Understands when to escalate calls.
3.Employee Training:A.Assist with the development training material as needed.B.Report progress and analyze new employee outcome.C.Proactively identify training needs of employees and recommend appropriate coaching/refresher training to ensure successful employee performance.D.Deliver and facilitate classroom training and individual training when necessary.E.Monitor employees to ensure expected level of service is being delivered and to identify training needs.F.Work with internal staff to develop effective strategy to ensure agent production is in compliance.
4.Registration and Scheduling:A.Completes detailed patient demographic and insurance information in electronic medical record (EMR) system, selecting appropriate insurance plans and payors.B.Completes all required CMS forms following billing compliance standards and policies.C.Schedules patient appointments utilizing demographic and registration best practice model and enters appointment date and time into computerized scheduler with a high rate of accuracy.
5.Phones: A.Handle a minimum of 15 outbound calls per hour for referral/MyChart request.B.Answers patient phone calls utilizing UT Southwestern PURE concepts.C.Able to problem solve utilizing department protocols as necessary to meet patient's needs.D.Documents and routes patient communications appropriately following EMR and documentation standards.E.Answers telephone and either responds to inquiry, directs caller to appropriate personnel, or initiates a triage slip for response by medical personnel.
6.Referral Management:A.Schedules referral appointments utilizing EMR work queues following access to care standards.B.Confirms scheduling information and provides patient with any additional requirements.C.Documents all contact attempts with patient following policy and procedures.D.Tracks referral scheduling statuses and ensures referrals are completed in a timely fashion.E.Uses MCO guidelines to verify insurances that are currently accepted at UT Southwestern. Provides resources for patients regarding their insurance coverage. F.Manage all internal/external referrals and MyChart Appointment request.
7.Quality Assurance:A.Responsible for call quality assessments.B.Monitor 5 calls per month per AA Representative and track and report findings.C.Responsible for creating and maintaining QA training tools as required by changing business needs.D.Responsible for follow-up process with trainees to ensure knowledge is retained and being applied.E.Ensure all AA Representatives are meeting Phone metrics and service level expectations.F.Develops and implements tracking forms and systems in order to audit chart documentation/ call monitoring; identifies and recommends methods to streamline procedures/improve efficiency within the Access Center.G.Research Errors and collaborate with department leadership to create training plan for employees.
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of: race; color; religion; national origin; gender, including sexual harassment; age; disability; citizenship; and veteran status. In addition, it is UT Southwestern policy to prohibit discrimination on the basis of sexual orientation, gender identity, or gender expression.