Access Center Operator

About the role

• Job Posting Title: Access Center Operator
• Hiring Department: Dell Medical School
• Position Open To: All Applicants
• Weekly Scheduled Hours: 40
• FLSA Status: Non-Exempt from FLSA
• Earliest Start Date: Immediately
• Position Duration: Expected to Continue
• Location: AUSTIN, TX

Job Details

Purpose

The Access Center Operator serves as the first point of contact for patients, caregivers, and healthcare providers, handling inbound and outbound calls to facilitate seamless communication and patient access to healthcare services. This role requires strong communication skills, attention to detail, and the ability to efficiently route calls to the appropriate department while maintaining excellent customer service.

Responsibilities

Call Management & Routing

• Answer incoming calls promptly and professionally.
• Identify caller needs and direct calls to appropriate departments, personnel, or resources.
• Follow call scripts and protocols to ensure consistency and accuracy in call handling.
• Escalate urgent or complex issues to supervisors or designated clinical staff.

Patient Assistance & Coordination

• Verify patient identity using established guidelines.
• Assist in scheduling, rescheduling, and canceling appointments as needed.
• Provide patients with accurate information about office hours, locations, and services.
• Direct medical inquiries to appropriate clinical staff or triage teams.

Data Entry & System Navigation

• Accurately document patient interactions and call details in the electronic health record (EHR) or call management system.
• Utilize scheduling and healthcare software to retrieve and update patient information.
• Maintain data accuracy and follow HIPAA regulations to protect patient information.

Customer Service & Communication

• Demonstrate professionalism, empathy, and active listening in all interactions.
• Communicate clearly and effectively with patients, caregivers, and healthcare providers.
• Handle patient concerns or complaints with courtesy, escalating when necessary.

Operational Support & Team Collaboration

• Work closely with scheduling teams, nurses, and administrative staff to ensure seamless patient access.
• Participate in training sessions and team meetings to stay updated on policies and procedures.
• Support process improvements and workflow enhancements within the healthcare access center.

Compliance & Quality Assurance

• Adhere to all organizational policies, HIPAA regulations, and call-handling protocols.
• Maintain knowledge of healthcare access center operations, including emergency procedures.
• Follow performance standards for call resolution, efficiency, and accuracy.

Required Qualifications

• High School Diploma/GED
• At least 1 year(s) of experience in call center, customer service, or administrative role.

Preferred Qualifications

• Associate's Degree in certification in healthcare administration, customer service, or a related field
• Experience in a healthcare setting, medical office, or patient access center.
• Familiarity with electronic health records (EHR) and scheduling software.
• Previous experience handling high call volumes in a professional setting

SALARY RANGE $38,500 + depending on qualifications

Working Environment/equipment

• Standard office environment.
• Repetitive use of a keyboard and phone system

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Additional information

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply.

This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

Employment Eligibility

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Pay Transparency

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Employment Eligibility Verification

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.