Supervisor, Patient Access Cen

The Call Center Supervisor is the primary point of contact for assigned Team Lead(s) and Access Center Specialist. This position will provide support regarding incoming patient requests, complex inquiries, and request. The Call Center Supervisors will oversee daily operations of the Access Center and must maintain excellent leadership skills and abilities.

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence - advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has been recognized by Forbes as one of America's Best Employers for Company Culture.

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits.

Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists. Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.

Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.

Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits.

Disability - Employees can enroll in the Disability Insurance which provides income if a non-work related illness or injury prevents you from working.

FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.

Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.

Time Off - A generous leave program offers multiple paid leave options:

• Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
• Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
• Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment.
• Holidays: 12 set paid holidays each year.

Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

EEO Statement

UT Health San Antonio is an equal employment opportunity and affirmative action employer. It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, or veteran status.

• Proficient typing and keyboarding skills
• Advanced Knowledge in Microsoft Office Suite
• Clinical or Healthcare Experience is preferred with some knowledge of medical terminology
• Verbal and written communication skills
• Active Listening skills
• Collaborative Relationships
• Problem analysis and problem solving
• Conflict Resolution - Decision making
• Organizational skills - Attention to Detail
• Adaptability
• Teamwork
• Bilingual preferred but not required
• Overseas daily operation of the Access Center, including monitoring incoming call volumes and activities of call center specialist for assigned clinical departments.
• Maintains up to date knowledge in the areas of patient registration, appointment scheduling and department protocols in accordance with the clinical departments scheduling guidelines.
• Collaborates with clinical leadership to maintain up to date department scheduling guidelines.
• Provides reports to Access Center Manager regarding staff performance, attendance, and quality of service.
• Coordinates Access Specialist workflow ensuring maximization of time and ensure all phone queues are properly staffed.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Provide leadership and manage workflow for outbound call assignments to schedule patients based on referrals received, monitoring and reporting productivity.
• Manage on-call reports, schedules, contact numbers and processes for After Hour Access Specialist and 3rd Party After Hours Service Providers. Resolves patient messages or concerns submitted by 3rd Party After hours service center.
• Conduct regular reviews of specialist performance, providing motivation, coaching/mentoring, and guidance to Team Leads to help them improve staff performance.
• Participate in the screening, interviewing, and hiring of Access Specialists.
• In collaboration with Team Leads and Manager, completes Annual Performance Evaluations and Performance Documentations.
• Complete timecards for assigned staff; documenting on department schedules; tracking adherence to Attendance Policies.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Attends/Completes all ongoing technical, customer service, and other training to continually improve skills.
• Responsible for complying with all clinical policies and procedures and HIPAA compliance.
• Demonstrates personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies.
• Performs other duties as assigned.
• Overseas daily operation of the Access Center, including monitoring incoming call volumes and activities of call center specialist for assigned clinical departments.
• Maintains up to date knowledge in the areas of patient registration, appointment scheduling and department protocols in accordance with the clinical departments scheduling guidelines.
• Collaborates with clinical leadership to maintain up to date department scheduling guidelines.
• Provides reports to Access Center Manager regarding staff performance, attendance, and quality of service.
• Coordinates Access Specialist workflow ensuring maximization of time and ensure all phone queues are properly staffed.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Provide leadership and manage workflow for outbound call assignments to schedule patients based on referrals received, monitoring and reporting productivity.
• Manage on-call reports, schedules, contact numbers and processes for After Hour Access Specialist and 3rd Party After Hours Service Providers. Resolves patient messages or concerns submitted by 3rd Party After hours service center.
• Conduct regular reviews of specialist performance, providing motivation, coaching/mentoring, and guidance to Team Leads to help them improve staff performance.
• Participate in the screening, interviewing, and hiring of Access Specialists.
• In collaboration with Team Leads and Manager, completes Annual Performance Evaluations and Performance Documentations.
• Complete timecards for assigned staff; documenting on department schedules; tracking adherence to Attendance Policies.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Attends/Completes all ongoing technical, customer service, and other training to continually improve skills.
• Responsible for complying with all clinical policies and procedures and HIPAA compliance.
• Demonstrates personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies.
• Performs other duties as assigned.