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!

JOB SUMMARY
Works under minimal supervision to provide exemplary customer service to accurately facilitate patient appointment scheduling and relay of critical information and questions in a large contact center environment. Additional responsibilities include resolution of complex patient scheduling issues, serving as liaison to clinic leadership, review of appointment scheduling for accuracy, and preceptorship to onboarding employees.

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
  2 years of relevant healthcare and/or contact center experience

Preferred

• Education
  Associate’s Degree in related field
  Bachelor’s Degree in related field

JOB DUTIES

• Serves as the expert of detailed knowledge of clinic scheduling processes, templates, and provider preferences to at least one Ambulatory Clinic and/or Service Line.
• Functions as a preceptor to ensure that new CPAS staff receive appropriate orientation; Assists with the onboarding, training, and mentoring of less experienced team members. Reviews work of new team members during their onboarding for accuracy. Identifies training opportunities and collaborates with referral supervisor and manager to devise individualized training programs.
• Participates in clinic meetings as necessary, including rounding in clinical environment for meetings and/or training.
• Functions as the primary liaison for clinic leadership to a) relay critical scheduling information, updates, and education to CPAS staff, and b) bring forth questions from CPAS staff for clinic leadership to address.
• Receives scheduling and referral escalation questions/issues from CPAS staff for further resolution in scheduling, patient experience, and service recovery.
• Responsible for critical appointment overbooking and knowledge of scheduling of urgent appointment timelines to ensure patient needs are met within clinical criteria.
• Ensures accuracy of scheduling protocols including Epic functionality, job aids, and team communications.
• Oversees performance and workflow of referral work queues assigned to ensure that referrals are worked in a timely manner and according to UTSW business rules. Escalates any observed issues to appropriate leadership.
• Researches Epic Help Desk Tickets with Root Cause Analysis to determine necessary next steps for resolution.
• Active participant in performance improvement projects.
• Performs all the duties of an Access Services Representative II, as needed.
• 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
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.