Ambulatory Access Center Supervisor - Ambulatory Services - Call Center
Department: Ambulatory Svcs - Call Center
Full/Part Time/PRN: Full-Time
Experience and Education
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.
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.
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.