Access Services Representative II - CPAS

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 moderate 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 referral transcription, complex patient care coordination of clinical necessity, medical record documentation, and patient financial responsibilities.

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
  1 year of relevant healthcare and/or contact center experience

Preferred

• Education
  Associate's Degree or higher in a related field

JOB DUTIES

• Supports at least two clinic or service line as a first point of contact by answering inbound calls and/or making outbound calls according to established guidelines. Provides skilled and proven successful productivity in all workflows including inbound calls, outbound calls, and other scheduling activities.
• Facilitates more complex specialty clinic procedural scheduling, troubleshoots issues, and serves as an expeditor for urgent requests.
• Provides exemplary customer service with courtesy and discretion while communicating professionally with patients, patients' families, physicians, physicians' office staff, nursing units, care management, ancillary departments, and insurance companies. Comfortably deescalates customer conversations, as necessary, and is driven to find resolution that achieves both the customer needs and the institutional parameters.
• Schedules patient appointments based on clinical protocols regarding services provided in the designated clinical area with an excellent degree of accuracy across multiple workflows.
• Completes detailed and accurate patient demographic and insurance information in the electronic medical record (EMR) system regarding the purpose for the appointment request/clinic visit, symptoms or diagnosis, and selects the appropriate insurance plans and payors. Audits and corrects the work of others to ensure that patient information is maintained including sequencing of primary and secondary insurance plans, complex guarantor relationships, and medical power of attorney, etc.
• Follows Managed Care Office guidelines to verify insurances that are currently accepted and provides resources for patients regarding their insurance coverage. Correctly uses additional functionality within the EMR to complete insurance coverage discovery, and real-time eligibility.
• Actively identifies and participates in opportunities to improve processes, operations, and the patient experience.
• Serves as a liaison for the patient and works closely with physician offices to obtain referrals for the patient.
• Partners with and escalates to Referral Nurse Team as a resource to ensure patients receive the right level of care at the appropriate time.
• Documents and routes patient communications appropriately, including escalating calls according to established guidelines, and directing calls to other departments, as needed.
• Collects clinic specific medical records needed for all specialty clinic appointments. Faxes release of information request on patient's behalf. Sorts received medical records by external record type and scans medical records into the EMR.
• Accurately transcribes external referrals, patient demographics, and clinical information into electronic medical record (EMR) system.
• Answers questions regarding specialty programs and clinics, promotes UT Southwestern services to callers, and mails pamphlets and other materials to patients.
• 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.

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!