Margie and Bill Klesse College of Engineering and Integrated Design at UTSA

Manager

• Assists with the provision of ongoing support and expertise through comprehensive assessment, planning, implementation and overall evaluation of individual patient needs
• Helps to coordinate the integration of social services/case management functions into the patient care, discharge, home planning processes
• Acts as patient advocate; investigates and reports adverse occurrences; evaluates patient satisfaction and quality of care provided
• Conducts review for appropriate utilization of services from admission through discharge
• Performs staff education related to resource utilization, discharge planning and psychosocial aspects of healthcare delivery
• Communicates with physicians at regular intervals
• Participates in the development and implementation of patient care policies and protocols

RN Case Manager

Analyst

• Provides tier-one support to end-users both remotely and in-person.
• Monitors, investigates, troubleshoots, and resolves incoming tickets.
• Serves as a liaison between users and vendors.

Clinical IS Analyst – Epic, Cupid, Associate

Scheduler

• Provides telephonic support to the clinic; schedules appointments, documents patient messages, maintains physician schedule/template , enters referrals, informs patients of financial obligations such as copay/balances, and coordinates interpreter services.
• Verifies and/or creates all elements of registration and insurance information for established or new patients at each point of patient contact, updating when necessary.
• Streamlines the message management process by documenting requests in the system; gathers all information appropriately and prioritizes messages based on urgency.
• Assists patients with any questions or concerns; attempts to resolve all patient issues or concerns prior to them becoming patient complaints; if unable to fully respond to patient, contacts someone to assist patients.
• Provides backup support/coverage to front desk; may be assigned to log into call center (ACD) when specific clinics are short staffed.
• Performs all other duties as assigned.

Scheduler – Intermediate

• Manages cases to enhance the quality of patient management and satisfaction.
• Promotes continuity of care and cost effectiveness through integrating functions of case management, utilization review and management, and discharge planning.
• Assists with the provision of ongoing support and expertise through comprehensive assessment, planning, implementation and overall evaluation of individual patient needs; accountable for the care, coordination and discharge planning of all patients.
• Helps to coordinate the integration of social services/case management functions into the patient care, discharge, home planning processes, external service organizations, agencies and healthcare facilities.
• Acts as patient advocate; investigates and reports adverse occurrences; evaluates patient satisfaction and quality of care provided.
• Conducts review for appropriate utilization of services from admission through discharge; ensures that patient tests are appropriate and necessary, completed within the established timeframe and that results are promptly available.
• Performs staff education related to resource utilization, discharge planning and psychosocial aspects of healthcare delivery.
• Communicates with physicians at regular intervals and develops effective working relationships; assists physicians to maintain appropriate cost, case, and desired patient outcomes.
• Participates in the development and implementation of patient care policies and protocols.
• Performs all other duties as assigned.

RN Case Manager – Intermediate

• Collaborates with project/functional managers, project stakeholders, and executive sponsors to gain an understanding of changes in technology, business processes, and user experience resulting from software implementations and major application upgrades and implements strategies in managing the people side of change.
• Develops and implements change management strategies and plans that maximize employee adoption and usage and minimizes resistance.
• Collaborates with stakeholders to plan resource allocations to support the portfolio of projects.
• Facilitates change deployment through quality assurance activities, training, and organizational change communications to minimize the impact of change.
• Drives adoption, utilization, and proficiency with the changes that impact employees by implementing effective, efficient change management processes and tools to support the project.
• Manages according to a change management framework and metrics reported to ensure enterprise software projects successfully transition to operations.
• Manage resource allocations across to multiple complex change efforts and projects, and directs resource activities.
• Supports the design, development, delivery and management of communications; guiding stakeholder analysis, impact analysis, key message development, communication planning, and logistics coordination to support change deployment.
• Leads advancement of change management process improvement using established and emerging technologies; plans and establishes change management principles across the organization.
• Provides for administration of document and knowledge repositories, knowledge delivery methods, and systems.
• Reviews reported metrics and conducts quality assurance reviews to monitor team performance.
• Develops team member skills in producing effective user resources such as documents, on-line knowledge articles, and on-demand training.
• Management duties include interviewing, selecting and training of employees; setting and adjusting rates of pay and hours of work; planning and directing work; appraising productivity and efficiency, handling complaints/grievances and taking disciplinary actions when necessary.
• Performs all other duties as assigned.
• This position is hybrid. Candidate must reside in the greater San Antonio area.

Manager, Change Enablement

• Define complex and detailed statistical analyses and modeling of clinical and operational data with outputs that are clear and relevant to stakeholders; such as opportunity analyses, clinical trending, operational KPIs, predictive modeling, program evaluation, customer reporting, product development, and ad-hoc analytics.
• Participate in the design and development of statistical analyses and reports that explore and present large amounts of data to discover underlying patterns and trends related to volumes, operational efficiency, cohort analysis, and clinical performance.
• Analyze large datasets to discover trends, patterns, and actionable insights.
• Apply research and evaluation standards, descriptive statistics, and data management principles to translate complex data into meaningful content.
• Present findings using verbal, written, and graphic communication techniques. Offer recommendations to support organizational performance improvement.
• Independently complete analysis, development, and enhancement of analytical and operational BI solutions to fulfill business needs.
• Apply understanding of dimensional data modeling techniques, data warehousing, design, and concepts to produce balanced scorecard design, and design of dashboards and KPI's (Key Performance Indicators).
• Stay informed about Business Intelligence industry trends, technologies and best practices that can be applied to achieve organizational objectives.
• Analyze large data sets of structured, semi-structured unstructured data to discover data insights and collaborate with business partners to deliver business value.
• Design interactive and/or advanced visualizations (Tableau) that enhance analytics storytelling to support business decisions.
• Navigate multiple business lines and draw holistic insights from large data sets.
• Interpret and develop complex SQL queries for both ad-hoc and ETL uses.
• Provides direction and guidance to less experienced team members.
• Performs all other duties as assigned.

Senior Business Intelligence Analyst

• Supports the configuration and optimization of Epic’s Population Health tools
• Partners with clinical, operational, and IT teams to improve workflows
• Provides tier-one support, assists with build and implementation efforts
• Manages competing priorities in a fast-paced, agile environment
• Collaborates across teams for system solutions and workflow documentation

Population Health Clinical IS Analyst – Epic, Associate

• Designs, implements and oversees the administration of business processes associated with departmental information management.
• Configures, tests, audits, reports, troubleshoots and provides technical user support and integrations.
• Configures, recommends, tests and maintain systems with complex business rules, formulas and workflows within core applications.
• Conducts iterative testing and verification of interfaces, workflows, and other application functions.
• Participates and/or leads efforts in implementing system upgrades, service packs or software releases, small application changes, and technical/user documentation updates.
• Recommends new equipment or software in support of departmental objectives.
• Continually monitors departmental information needs and designs new or modifies existing systems to meet changing requirements.
• Collaborates with information systems staff in resolving programming and related problems.
• Conducts periodic audits of integrated information within other system(s) and generates basic reports.
• Assist HRIS Manager with setting objectives for the HRIS team and tracking progress.
• Assist HRIS Manager with monitoring of key HR service level metrics and redirect HRIS team tasks appropriately.
• Serve as a escalation point for HRIS staff.
• Identifies solutions to complex issues or problems surfaced by the HR Operations team members.
• Identifies and implements process improvement opportunities withing the HRIS function.

HRIS Analyst – Lead

General

• Responsible for managing the full lifecycle of healthcare contracts and procurement activities to support hospital operations, clinical services, and patient care.
• Negotiate, draft, and administer contracts; evaluate vendor proposals and pricing; ensure compliance with healthcare regulations and institutional policies.
• Collaborate with clinical, administrative, and supply chain stakeholders to secure high-quality, cost-effective goods and services while mitigating operational, financial, and regulatory risks.

Intermediate Contract Specialist

• 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.

Patient Access Representative – Intermediate

Call Center Representative

• Responsible for handling a high volume of patient and clinical business calls.
• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.
• Schedule appointments for new and existing patients following assigned clinic scheduling guidelines and protocols.
• Assists patients with any questions, concerns, medication refills and sending messages to appropriate provider or clinical staff.
• Completes outbound calls 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.
• Expert knowledge to provide exceptional service and appointment scheduling for all clinical areas.
• 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.
• Adapts to ongoing operational or changes based on business needs.
• Compliance with all clinical policies, procedures, and HIPAA regulations.
• Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies.
• Performs other duties as assigned.

Contact Center Agent – Intermediate, Dentistry Practice Plan

Learning and Development

• Under general supervision, responsible for administering, organizing and conducting training/educational programs in connection with management and promotional development, on-the-job training, and employee orientation.
• Provides administrative and educational expertise in conducting training and educational programs.
• May design and develop in-house programs.
• Assists with technical aspects of educational activities by maintaining database and documenting session logistics and technical requirements.
• Maintains record of training activities and employee progress, and monitors effectiveness of programs.
• Knows and applies fundamental concepts, practices and procedures of particular field of specialization.
• Develops training materials, to include checklists and guides.
• Performs all other duties as assigned.

Training Specialist – Intermediate

Insurance

• Perform follow-up activities on outstanding insurance medical claims for Medicare, Medicaid, Commercial and Specialty insurance/program payors.
• Analyze, screen, and correct claim issues.
• Process appeals, write-offs, and determine if patient billing is necessary.
• Submit appeals and reconsiderations on claim denials via practice management system, payor portals, or mail.
• Analyze daily claim rejections from our clearing house, screen claims for pre-authorization, request and submit medical records.
• Work closely with the Coding, Payment Posting, Managed Care Operations, Provider Enrollment, and Clinical Operations to resolve claim issues.
• Review and respond to insurance correspondence letters related to recoupments, refunds, eligibility or additional requests from payors.
• Assist customer service team in resolving patient billing concerns or disputes.
• Verify patient benefits and insurance eligibility, perform claims status verification, navigate through insurance websites for specific payor guidelines, and effectively communicate findings to insurance companies, management team, and clinical departments.
• Completes all other duties as assigned.

Insurance Follow Up Specialist

• Initiates insurance follow up on unresolved appealed or unpaid claims, to ensure maximum and timely reimbursement for Medicare, Medicaid, Commercial, or Specialty insurance/program payors.
• Submits appeals and reconsiderations on claim denials via practice management system, payor portals, or mail.
• Analyze daily claim rejections from our clearing house, screen claims for pre-authorization, request and submit medical records.
• Work closely with the Coding, Payment Posting, Managed Care Operations, Provider Enrollment, and Clinical Operations to resolve claim issues.
• Review and respond to insurance correspondence letters related to recoupments, refunds, eligibility or additional requests from payors
• Assist customer service team in resolving patient billing concerns or disputes.
• Verify patient benefits and insurance eligibility, perform claims status verification, navigate through insurance websites for specific payor guidelines, and effectively communicate findings to insurance companies, management team, and clinical departments.
• Completes all other duties as assigned.

• Workflow: Based on clinical project requests, works with requestors and users to understand and document current workflow with an eye toward proposed future workflows that are optimized for any planned application changes.
• Design and Build: Presents recommended system enhancement opportunities and creative technical solutions for clinic-related scenarios. Using analytical evaluation skills, identifies, proposes, builds, and demonstrates prototypes of application configuration options for review and approval by project requestors.
• Performs ongoing maintenance and configuration updates to Epic applications.
• Test: With minimal supervision, creates test scripts, timelines, and plans for application and workflow changes. Performs actual testing of clinical information system configuration and processes, including testing across applications and/or the testing of the application configuration of other analysts. Coordinates and participates in requestor and user testing of application changes.
• Support: Provides tier-two support to end-users both remotely and in-person. Monitors, investigates, troubleshoots, and resolves incoming tickets. Serves as a liaison between users and vendors. Coordinates system fixes and changes with software vendors. Coordinates the deployment of application changes with the training team and operations.
• Perform all other duties as assigned.