Job Posting Title:

Health Access Partner (HAP), In-Clinic - Psychiatry, Access Center, UT Health Austin

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Hiring Department:

Dell Medical School

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Dec 24, 2024

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

The Access Center with UT Health Austin is seeking a Health Access Partner to join their team. The ideal candidate demonstrates a high level of professionalism, efficiency, and the ability to navigate complex healthcare workflows, contributing to the Access Center's commitment to accessible, high-quality patient care.

Purpose

The Health Access Partner (HAP) – Call Center Staff provides essential support in the UT Health Austin Access Center, coordinating patient care through registration, scheduling, and addressing various patient inquiries. This role is central to ensuring a positive patient experience by applying exceptional customer service skills and utilizing electronic health and scheduling systems for accurate and timely care coordination. The HAP is also responsible for handling specialty referrals, managing data entry, and engaging with patients through multi-channel communications.

Responsibilities

Patient Scheduling and Coordination: Schedule appointments for specialty clinics, surgeries, and diagnostic imaging. Manage referral processing, insurance verification, appointment confirmations, cancellations, and rescheduling.

Customer Service and Collaboration: Provide excellent customer service for all contacts, including scheduling and confirming patient appointments. Work closely with Access Center and Clinical Care Teams to ensure smooth patient care processes.

Multi-Channel Communication Management: Respond to patient inquiries via email, chat, and other electronic channels. Obtain and coordinate medical records as needed, following UT Health Austin guidelines.

Data Entry and Patient Information Management: Update and maintain accurate patient information, including demographics and insurance details. Perform outbound contact to confirm appointments and support patient attendance.

Specialty Care Referral Processing: Process specialty referrals using Access Center software, ensuring timely coordination and communication with care providers.

Documentation and Conflict Resolution: Document all interactions, steps, and coordination efforts in patient records. Utilize conflict resolution and de-escalation techniques to manage patient concerns professionally.

Adherence to Quality Standards: Maintain Quality Performance Review Scorecard standards, achieving a minimum score of 90%. Follow department protocols, using reference materials to ensure consistent service quality.

Insurance and Authorization Coordination: Verify insurance coverage and secure necessary authorizations in collaboration with insurance payers and program facilitators.

Support for External Workflows: Assist with integrating external workflows through Athena or other systems, as needed, to support patient management.

Documentation of Referral and Scheduling Processes: Document each step of the referral and scheduling processes to ensure clear communication and record-keeping for internal and external care teams.

Perform other related functions as assigned.

Required Qualifications

High school graduation or GED and a minimum of three (3) years of relevant experience, preferable in a healthcare setting. Proficient in Electronic Practice Management systems, including scheduling and general billing functions. Skilled in documenting patient communication, referrals, and clinical notes accurately. Familiarity with medical terminology and basic math skills. Ability to navigate and use multi-line phone systems or electronic call management systems. Strong verbal and written communication skills with a focus on professionalism. Excellent customer service skills, with strong phone etiquette. Ability to communicate effectively with patients and healthcare teams, including explaining registration policies and procedures. Ability to anticipate needs and follow through with both internal and external customers. Strong organizational skills, with the ability to work in a fast-paced environment. Ability to maintain and respect the confidential nature of medical information. Ability to use experience and judgment to plan and accomplish goals. Ability to read and interpret documents such as patient charts, safety rules, operating instructions, and procedural manuals.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Experience in patient access, registration, or medical office administration.
Familiarity with HIPAA guidelines and healthcare compliance standards. Bilingual in English and Spanish. Experience with insurance verification and authorizations. Knowledge of referral and pre-authorization processes. Experience working in a multi-specialty or high-volume medical office setting.

Salary Range

$43,500+ depending on qualifications

Working Conditions

May work around standard office conditions

Repetitive use of a keyboard at a workstation

Lifting and moving

Required Materials

Resume/CV

3 work references with their contact information; at least one reference should be from a supervisor

Letter of interest

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.

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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.

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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.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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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.

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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.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

E-Verify Poster (English) [PDF]E-Verify Poster (Spanish) [PDF]Right To Work Poster (English) [PDF]Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.