Call Center Agent I / II / III – Orthopedic Call Center

What we do here changes the world. UTHealth Houston is Texas’ resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That’s where you come in.

Once you join us you won’t want to leave. It’s because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you’d expect from a top healthcare organization (benefits, insurance, etc.), plus: 

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time – all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you’ll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees! As a world-renowned institution, our employees’ wellbeing is important to us. We offer work/life services such as… 

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts including entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus many more!

Position Summary:

Responsible for registering patients, scheduling appointments, verifying insurance eligibility/demographics and diagnostics as guided by scheduling protocols for each physician, triaging phone calls, and supporting various projects in the call center. Obtains information to properly schedule and register patients. 

Position Key Accountabilities:

1. Schedules patient appointments and enter required demographics and insurance/financial information from the guarantor/patient.

2. Verify insurance eligibility and ensures all referral authorizations are obtained within the required time frames.

3. Triages all non-appointment phone calls to accurately transfer to the correct department. 

4. Supports online appointment scheduling and assists in other sub-specialized teams that help support the needs of the call center. 

5. Identifies and handles a variety of routine to complex customer service inquiries or requests while providing a high level of customer service.

6. Supports the call center in meeting required department metrics for calls answered and minimize department abandoned call percentage rate. 

7. Responsible for complying with all policies and procedures regarding HIPAA compliance. 

8. Performs other duties as assigned by management.

Certification/Skills:

Excellent verbal and written communication skills, and effective interpersonal and phone etiquette skills. Experience with Microsoft Office suite, proficient typing/keyboarding skills and knowledge of medical terminology. 

Multi-tasking and creative problem-solving skills.

Effective customer service skills and able to work in a team environment.

Minimum Education:

High school diploma or equivalent required.

Minimum Experience:

One year of experience scheduling in a call center or customer service setting. 

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

Residency Requirement:

Employees must permanently reside and work in the State of Texas.

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