Best Practices, Call Centers, Click Through Rate (CTR), Communication Skills, Customer Support/Service, Demographics, Electronic Medical Records, English Language, Federal Laws and Regulations, Financial Aid, HIPAA (Health Insurance Portability and Accountability Act), Healthcare, Healthcare Software, Industry/Trade Analysis, Insurance, Interpersonal Skills, Leadership, Medical Record System, Medical Records, Medical Terminology, Multilingual, Outpatient Care, Patient Confidentiality, Patient Follow-up, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Quality Assurance, Security Policy, Spanish Language, Statistics, Team Player, Time Management, Treatment Plan, Writing Skills
914995No5625414010.00.005/28/2026Patient Call Center RepresentativeTexas Tech Unv Hlth Sci Ctr El Paso Responds efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means in a busy call center. Provides a positive first impression to customers, offering one call resolution when within scope.44943BRTranscriptUp to 25%
- Provide scheduling support for multiple outpatient clinics.
- Obtain and enter demographic and insurance coverage information.
- Verify and update patient information, ensuring all events are documented in the patient's electronic medical record in accordance with departmental requirements.
- Protect the financial integrity of TTUHSC El Paso by discussing insurance eligibility, payment options and screening for eligibility.
- Proactively contact patients to follow up on missed appointments, or remind them of upcoming visits.
- Conduct outbound calls as part of quality assurance initiatives to ensure patient satisfaction, compliance with treatment plans, or adherence to follow-up care instructions.
- Utilize professional and timely problem-solving skills to connect the caller with appropriate staff and/or services in the event of issues/concerns are outside of the Patient Call Center Representative's scope.
- Develop and maintain knowledge of the full range of services offered by TTUHSC El Paso/Texas Tech Physicians.
- Assist in the gathering of information, updating and maintaining the departments' database for the Contact Center.
- Ensure the confidentiality of all patients, applications, records, and information received. Maintains knowledge of, and adheres to all HIPAA standards of privacy and confidentiality.
- Respond to patient complaints/concerns in a professional manner, escalating as appropriate and/or directed.
- Collaborate with and across all healthcare team to facilitate and ensure a positive and seamless patient experience.
- Participate in training and professional development activities to stay current on healthcare industry trends and best practices.
- Consistently meet established performance metrics and goals as determined by clinical operations leadership.
- Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.).
- Personally demonstrate, display and act in accordance with TTUHSC EP''s Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Serve as a Value''s ambassador while actively promoting and encouraging staff across the institution.
- Remains current with all licensure, certifications and mandatory compliances and trainings required of this position.
- Perform all other duties as assigned.
No Compensation is commensurate upon the qualifications of the individual selectedHourly El Paso
- Excellent communication (written and verbal) and interpersonal skills.
- Demonstrated ability to respond to inquiries and concerns effectively, professionally, and in a timely manner.
- Previous experience in a healthcare call center.
- Previous experience performing complex patient scheduling.
- Knowledge of basic medical terminology.
- Experience with Electronic Health Record (EHR) Systems or healthcare scheduling software.
- Bilingual- English and Spanish.
HSC - El Paso Patient Call Center Resume / CV Full Time Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website.Information and Records Clerks DayAll qualified applicants will be considered for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.
- High school diploma or GED.
- One (1) year customer service, multi-line call agent and/or call center experience.
- Healthcare setting preferred.
No The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. To view this report, visit the TTUHSC Clery Act website.