Access Services Representative I – CPAS

THE UNIVERSITY OF TEXAS SOUTHWESTERN MEDICAL CENTER

JOB INFORMATION

Job Code: 2061 
Job Title: ACCESS SVCS REP I - CPAS 
Date Last Edited: 3/25/2025 
FLSA Status: N

JOB SUMMARY
Works under general supervision to provide exemplary customer service to accurately facilitate patient appointment scheduling and relay of critical information and questions in a large contact center environment. Additional responsibilities include referral transcription, patient care coordination of clinical necessity, medical record documentation, and patient financial responsibilities. 

ESSENTIAL FUNCTIONS

Job Duties

• Supports at least one clinic or service line as a first point of contact by answering inbound calls and/or making outbound calls according to established guidelines.
• Provides exemplary customer service with courtesy and discretion while communicating professionally with patients, patients' families, physicians, physicians' office staff, nursing units, care management, ancillary departments, and insurance companies.
• Schedules patient appointments based on clinical protocols regarding services provided in the designated clinical area with a high degree of accuracy.
• Completes detailed and accurate patient demographic and insurance information in the electronic medical record (EMR) system regarding the purpose for the appointment request/clinic visit, symptoms or diagnosis, and selects the appropriate insurance plans and payors.
• Follows Managed Care Office guidelines to verify insurances that are currently accepted and provides resources for patients regarding their insurance coverage.
• Serves as a liaison for the patient and works closely with physician offices to obtain referrals for the patient.
• Partners with and escalates to Referral Nurse Team as a resource to ensure patients receive the right level of care at the appropriate time.
• Documents and routes patient communications appropriately, including escalating calls according to established guidelines, and directing calls to other departments, as needed.
• Collects clinic specific medical records needed for all specialty clinic appointments. Faxes release of information request on patient's behalf. Sorts received medical records by external record type and scans medical records into the EMR.
• Accurately transcribes external referrals, patient demographics, and clinical information into electronic medical record (EMR) system.
• Answers questions regarding specialty programs and clinics, promotes UT Southwestern services to callers, and mails pamphlets and other materials to patients.
• Performs other duties as assigned.

QUALIFICATIONS

Education and Experience

Required

• Education
  High School Diploma or equivalent

Preferred

• Education
  Associate's Degree in a related field or
  Bachelor's Degree in a related field

• Experience
  Relevant experience in a healthcare and/or contact center is preferred.

Knowledge, Skills and Abilities

• Work requires proficient knowledge of computers, office equipment and other administrative tasks including typing and data entry skills. Testing may be required.
• Work requires professional and respectful telephone etiquette and the ability to communicate effectively with various levels of internal and external contacts.
• Work requires the ability to work with confidential information on a daily basis and to comply with HIPAA requirements to ensure patient privacy.
• Work requires the ability to research information using available resources to answer questions and resolve issues in an accurate and timely manner.
• Work requires interpersonal and teamwork skills to contribute to departmental and organizational objectives.
• Work requires adherence to all University policies, procedures, and standards.
• Work requires initiative to improve productivity and quality of work, including meeting mandatory training and continuing education requirements.
• Work requires the ability to plan and organize tasks in a logical and efficient manner.
• Work requires adaptability and flexibility to react positively to changes in the work environment.

PHYSICAL DEMANDS/WORKING CONDITIONS

• Physical Demands
  Sitting 
  Talking

• Working Conditions
  Office Setting

PACT STATEMENT

The following is the acronym, "PACT", and is fundamental to all clinical positions at UT Southwestern Medical Center:

• P-Problem Solving: To achieve excellence in patient care and service, all employees are expected to take ownership in solving problems effectively, efficiently and to the satisfaction of the patient.
• A-Ability, Attitude and Appearance: In keeping with a professional healthcare environment, all employees are expected to have the ability to perform their jobs and to appear and conduct themselves in a professional and positive manner.
• C-Communications and Compassion: It is our goal that all our communications are clear, courteous, timely, and delivered with compassion, respect and appropriate confidentiality.
• T-Teamwork: In our medical environment, our patients regard every employee they encounter as a member of the Southwestern Medical Center team. Our goal is to individually work hard to contribute to our team, support our co-workers, and to achieve not only excellent patient care and service, but also a satisfying, caring environment for each other.

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 113.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO Statement

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.