• Realizar atendimento via voz aos clientes, de forma humanizada e empática • Ofertar de forma dinâmica nossos produtos e serviços financeiros • Alcançar e superar objetivos de vendas • Acolher, resolver dúvidas e atender solicitações com excelência

• Realizar atención al cliente a través de diferentes canales de comunicación. • Asesorar a los clientes en procedimientos médicos. • Gestionar consultas y resolver inconvenientes de los usuarios.

Title: Patient Access Specialist - Access Center Location: Webster, Texas United States Job Description: EDUCATION & EXPERIENCE: Minimum Qualifications: - Associate's degree and no experience. An equivalent combination of education and experience relevant to the role may be considered for this position. Preferred Qualifications: - Previous experience in a healthcare setting and/or high-volume call center environment preferred. JOB SUMMARY: The Patient Access Specialist represents the voice of UTMB. Creates a nurturing, competent and confident voice atmosphere for all callers to the Access Center. Is skillful in determining the caller's need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions and departments. ESSENTIAL JOB FUNCTIONS: - Provides high level customer service skills for 24/7, 365 days a year Call Center. - Answers high volume of calls while multi-tasking with available resources to schedule appointments and assist callers with their specific needs. - Promotes positive and professional communication - Provides a professional and empathetic voice to the callers to nurture their needs - Analyzes caller concerns and determines best course of action to resolve and address their concern. - Gateway to appointment scheduling for large numbers of UTMB clinics. - Efficiently communicates callers' requests and determines the best solution. - Able to cancel and reschedule based on patients' needs and clinic guidelines - Escalates patient concerns and issues-utilizing defined processes - Able to preregister patients as required; obtain patient demographics and insurance information and updates as required to ensure most accurate information is on file - Works with Access center nursing staff to quickly identify and resolve urgent patient issues. - Listens to and re-emphasizes caller concerns, ensuring accurate triage and effective communications. - Facilitates physician consultation requests and assists with patient referrals when appropriate. - Is knowledgeable and proficient in the use of AMCOM, EPIC, Invision, CECC and other software applications used to store and manage patient information and facilitate patient care. - Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system - Enforces UTMB regulations and guidelines when utilizing the systems - Is knowledgeable of the entire institution, all clinical departments and resources, Locations, Contact information, Scheduling guidelines, Personnel resources, Area specific guidelines, Age specific guidelines, Disease process specific guidelines and Basic guidelines related to consumer health plans. - Is knowledgeable and proficient in the scheduling process for all clinic areas - Understands the procedures for each clinic and educates the caller - Skilled at utilizing software applications for making appointments - Utilizes critical thinking to determine call priority to support nursing intervention - Enhances customer confidence by expediting callers concerns to appropriate individuals - Crucial to the facilitation of the consumer online appointment request system Marginal or Periodic Functions: - Performs related duties as required. WORKING ENVIRONMENT/EQUIPMENT: - Standard office environments. - Standard office equipment. SALARY RANGE: Actual salary commensurate with experience. WORK SCHEDULE: Onsite position, Monday through Friday, 8:00 AM - 5:00 PM. Includes holidays. Employees may qualify for hybrid and/or remote scheduling after successful completion of training and performance expectations. Equal Employment Opportunity UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities. Compensation

• Under close supervision, serves customers by answering incoming calls utilizing Denver Health and Departmental policies/processes to resolve customer requests and directing calls to the appropriate area when necessary. • Responsible for effectively screening/identifying customer requirements and taking appropriate action based on this information. • Provides assistance to Denver Health staff by collecting demographic, medical complaint and key information required to facilitate appropriate patient care and call resolution. Completes computerized patient scheduling, collection of comprehensive demographic and insurance information required to facilitate timely and accurate billing of services, obtainment of pre certification authorization and benefit information necessary for payment • Answers all calls in a courteous, respectful and helpful manner utilizing interpretation services to facilitate customer communications; performs information lookups using all sources of data to provide rapid, accurate call resolution. • Fulfills internal and external customer requests by clarifying desired information, utilizing Denver Health resources to complete transactions, forwarding requests when appropriate. • Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability according to preset approved scheduling guidelines. • Maintains continuity of work operations by documenting and communicating actions, completes activity reports and communications upon request for various Departmental functions and initiatives; keeps equipment operational by following established procedures and reporting malfunctions. • Determines requirements by working with customers; answers inquiries by clarifying desired information, researching, locating and providing information; taking action based on this information either to resolve the customer’s request or transfer appropriately. • Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. • Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs; informs and guides patients to resources. • Proficient in gathering, verifying and updating demographic, financial, guarantor, insurance and patient information for new and existing patients within the practice management/electronic health record and various Denver Health computer applications.