This position is currently a work from home position, in a high-volume Inbound call center. Candidates will be required to identify and handle a variety of routine to complex patient inquiries or request while providing a high level of service. The Onboarding/Training program will occur both remotely and in the office over a period of 6-8 weeks. Access Specialist may be required to work in office at least twice a year or as needed. • Responsible for handling a high volume of patient and clinical business calls averaging 60-65 calls per day. • 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. • Schedule appointments for new and existing patients following clinic scheduling guidelines and protocols. • Assists patients with any questions, concerns, medication refill request or sending messages to appropriate provider or clinical staff. • Assigned to service calls for a primary and at least 1 additional clinic. • Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns. • Completes outbound calls, 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. • Participate in ongoing technical, customer service, and other training to continually improve skills. • Contributes to training plan for call center agents and Access Call Center improvement initiatives. • 1st level contact for escalated patient issues, exercising conflict resolution skills • 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. • Bilingual is preferred, but not required • Excellent Verbal and written communication skills • Listening skills • Problem analysis and problem solving • Strong Customer service orientation • Organizational skills • Attention to detail • Adaptability • Teamwork • Proficient typing and keyboarding skills with basic knowledge of Microsoft Office Suite EDUCATION: HS Diploma or GED