Senior Health Access Partner

Patient Scheduling Coordinator

Assist in patient scheduling for multiple specialty integrated practice units, surgeries, and diagnostic imaging. Perform referral processing coordination, insurance verification, appointment confirmations, cancellations, and reschedules. Under general supervision, exercise some discretion, make routine decisions based on existing scheduling guidelines and will assume other duties when assigned.

Interact with the Access Center and Clinical Care Team. Provide customer service to all contacts, including but not limited to scheduling and confirming patient appointments for multiple health services, using an electronic contact center software system, electronic health record, and other electronic methods for managing patient care.

Provide response and assistance to patients via electronic multi-media requests (email, chat, web, etc.). Obtain medical records as needed in accordance with UT Health Austin guidelines. Identify and obtain medical authorizations working with insurance payers and program facilitators. Verify patient insurance in accordance with UT Health Austin guidelines. Perform data entry, making necessary updates to patient information, demographics, and insurance information using an electronic practice management system. Perform a variety of outbound proactive health contacts to patients, using established electronic methods. Complete appointment confirmation calls, ensuring patients attend their appointment.

Receive and process specialty care referrals from Providers using Access Center software ensuring timely coordination of care for patients. Provide exceptional customer service and problem-solving techniques in an attempt to further the patients overall health and well-being via specialty care referrals. Obtain all necessary information via the patient record to ensure efficient processing of referrals. Document all referral processing steps throughout multiple stages, care coordination interactions with patients and providers utilizing Access Center software. Provide conflict resolution utilizing established UT Health Austin de-escalation methods. Educate and explain referral processes and procedures to patients. Establish and maintain effective working relationships with Care Teams internally and externally.

Navigate all contacts appropriately using various software tools and electronic technology methods. Maintain Quality Performance Review Scorecard Standards (score of 90 percent or greater). Apply use of department manuals and reference tools. Perform other related duties as assigned.