This position is currently a work from home position, in a high-volume Inbound call center. Access Specialist III will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. Access Specialist III will assist with training, and act as Level 1 Conflict Resolution for all escalated issues. • Responsible for handling a high volume of patient and clinical business calls averaging 40-65 calls per day. • Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols. • Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program. • Complete registration of new patients which includes obtaining complete and accurate patient demographics, including entering and verification of subscriber insurance information. • Provides back up support for multiple clinical departments. • Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff. • Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns. • Completes outbound call to schedule patients, adhering to processes and procedures of those assignments. • Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call. • Maintain call quality assessment scores of 95% - 100% consistently. • 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. • Be a knowledgeable resource to call center agents providing assistance with questions, job knowledge or scheduling guidelines and clinical protocols. • 1st Level conflict resolution. Serves as a liaison between patients and clinic, including exercising knowledge and judgement to overbook appointments. • Participates in training of new and existing call center agents. Participates in Access Center improvement initiatives. • Adapts to ongoing operational or changes based on business needs. • Responsible for complying with all clinical policies and procedures and HIPAA compliance. • Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies. • Performs other duties as assigned. • Excellent verbal and written communication skills • Active Listening skills • Problem solving and Conflict Resolution • Customer service orientation • Organizational skills • Attention to detail • Adaptability • Teamwork • Proficient typing and keyboarding skills • Knowledge in Microsoft Office Suite • Bilingual preferred, but not required Education: HS Diploma is required.