WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career!

• Shift: 8:00 AM – 5:00 PM, Monday through Friday (1-hour lunch)
• Location: Work From Home (Preferred candidate located in the Greater DFW area).
• Work From Home (WFH) Details:
  This position offers the flexibility of working from home. While the role is remote, the preferred candidate will reside in the Greater DFW area. Additional details regarding the WFH setup will be discussed during the interview process.

Overview:
We are seeking a dedicated Call Center Training Specialist responsible for onboarding and training new employees, facilitating training sessions, and ensuring the continuous development of call center staff. Your main objective will be to ensure that agents are equipped with the necessary knowledge, tools, and skills to provide outstanding customer service. In addition, you will play a key role in optimizing workflows, testing system upgrades, and supporting agents as they navigate complex customer scenarios.

Key Responsibilities:

• Onboard and train new call center employees, ensuring they are prepared for their roles.

• Facilitate ongoing training sessions to enhance team knowledge and skills.

• Equip agents with the knowledge and resources to deliver exceptional customer service.

• Support agents in handling complex and escalated customer issues, including high-level patient disputes, via phone and electronic communication channels.

• Optimize workflows and assist with system upgrades and testing.

• Maintain and update knowledge software and training materials.

• Foster a positive team atmosphere and promote a culture of continuous learning.

• Track and report on the progress of training programs and employee development.

Qualifications and Skills:

• Previous experience in call center operations and/or training.

• Strong communication and interpersonal skills.

• Ability to lead training sessions and provide ongoing support to agents.

• Experience in resolving escalated customer issues.

• Detail-oriented with a focus on improving workflows and efficiency.

• Comfort with using training and knowledge management software. 

JOB SUMMARY
Provides orientation and training for staff members on procedures, system functions, and activities required to perform job.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION
Required

• Education
  High School Diploma or equivalent.

• Experience
  4 years medical billing or collections experience

JOB DUTIES

• Assists supervisor with planning daily workflow and work distribution; monitoring and maintaining performance standards by ensuring production and quality standards are met; advises supervisor of performance deficiencies; makes recommendations for retraining of employees; advises supervisor of all system and procedural issues which require analysis and resolution and compiles daily production reports for work group.
• Monitor assigned work queues daily in the electronic billing system, resolving errors and edits, monitors and signs off on staff charge reconciliation and responds to requests for information; work with providers and other staff as needed to resolve errors and release corrected claims.
• Processes on-line billing interfaces and/or interface edits; identifies and resolves problems as they arise; reviews and/or enters charge forms; reviews and corrects claim edits and denials to ensure proper payment for services rendered.
• Research and resolve claim correspondence from insurance carriers; investigate patient account questions, etc.; assist Reimbursement Specialist, Billing Coordinator and Billing Specialists as needed.
• Provides input to supervisor for performance appraisals and personnel issues.
• Completes special projects that may require defining problems, determining work sequence and summarizing findings.
• Identifies problems and inconsistencies with federal, state, and private payor claims, and patient charges utilizing various reports; research problems, summarizes findings and makes recommendations.
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.