Job Details

Ambulatory Access Center Supervisor - Ambulatory Services - Call Center

Job Number: 528145
Categories: Clinical
Dallas, TX

Department: Ambulatory Svcs - Call Center
Full/Part Time/PRN: Full-Time
Regular/Temporary: Regular


This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information


Salary Negotiable

Experience and Education

High school graduation or equivalent and five (5) years' of healthcare experience or equivalent performing in patient care front office, back office environment (in areas such as admitting, insurance verification, billing, and scheduling), or 5 years progressive experience in a call center; including one year in a lead role; OR
Bachelor's degree in related field and 2 years' experience performing in a patient care front office, back office environment (in areas such as financial counseling, admitting, insurance verification, billing, and scheduling) or in a call center, including one year in a lead role.
Strong knowledge of contact center operations preferred.

Job Duties

1. Operations: A.Monitors work flow and ensures adherence to policies and procedures; recommends and/or implements changes as necessary to maintain efficient clinic.B.Coordinates Access Center staff schedules to ensure support of clinic operations.C.Manages vacation, sick leave, and time tracking for staff.D.Oversees internal and external referral system. Oversees external vendor utilization.E.Ensures integrity and availability of patient information; maintains patient confidentiality in accordance with university and department policy.F.Functions as liaison with other departments, offices, and divisions regarding clerical clinic functions as needed.G.Attends meetings and training; acts as liaison and participates in committees and work groups to assist Administration with quality and work performance issues.H.Record evaluations, deliver feedback using data from Quality Assurance reports to create one-on-one or group training opportunities.I.Motivate and inspire a group of employees to achieve performance goals.J.Analyze processes and develop valid solutions to resolve issues at hand.K.Address all concerns in a consistent and fair manner.L.Ability to interact with all levels of management and non-management personnel.
2. Customer Service:A.Provides exemplary customer service; treats patients and coworkers with courtesy and discretion. Greets and directs patients, salespeople, and visitors.B.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 (all Ambulatory Access customers). Completes thorough and accurate documentation.C.Adheres to all university policies, procedures, and standards, within budgetary specifications, including time management, supply management, productivity, and accuracy of practice.D.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.E.Act as a liaison for the patients and the Health Center: a.Direct calls to other departments as needed. b.Use sound judgment in responding to calls, especially with upset patients.c.Understanding of when to escalate calls to supervisor/manager/triage nurse.F. Support all specialty clinics within the Ambulatory Services Division.

**Other Duties: Performs other duties as assigned.

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.

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