Patient Access Rep – Lead

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

Patient access team lead coordinating healthcare call-center scheduling and referrals at UT Health San Antonio. Coaching specialists, auditing calls, and resolving patient and clinic scheduling issues.

Posted 9/4/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to enhance team performance while ensuring exceptional patient experiences through effective communication and problem-solving skills. Proficient in managing workflows and adhering to clinical protocols in a call center environment.

Highest-signal resume keywords

Customer Service ExperienceLeadership SupportCall AuditsMicrosoft Office SuiteBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient RegistrationAppointment SchedulingTyping SkillsCall Center OperationsClinical Protocols

Soft Skills

Verbal CommunicationActive ListeningProblem SolvingConflict ResolutionOrganizational Skills

Industry Keywords

HIPAA ComplianceHealthcare SettingAccess SpecialistsPatient ExperienceTeamwork

About the role

Key responsibilities & impact

Provide an exceptional and positive patient experience to every caller
Maintain up-to-date knowledge of patient registration, appointment scheduling, and department protocols
Provide leadership support for multiple clinical departments and assigned Access Specialists
Manage workflow for outbound call assignments to schedule patients based on referrals
Resolve After Hour Access patient concerns or urgent situations as needed
Review, communicate, and monitor specialist schedule changes, including breaks and lunches, with the Access Center Supervisor or Manager
Provide telephone coverage during lunches and staffing shortages
Conduct call audits and provide immediate feedback and coaching
Serve as a knowledgeable resource for call center agents on job knowledge, scheduling guidelines, and clinical protocols
Liaise between Access Specialists and clinics to resolve scheduling errors and patient issues
Assist with onboarding and retraining team members under Supervisor direction
Coordinate daily outbound-call tasks and ensure adherence to processes and procedures
Provide motivational coaching and mentoring to improve Access Specialist performance
Attend ongoing technical, customer service, and other training
Adapt to operational changes based on business needs
Comply with clinical policies, procedures, and HIPAA requirements
Meet attendance expectations under UT Health Attendance Policies
Perform other duties as assigned

Requirements

What you’ll need

Verbal and written communication skills
Active Listening skills
Problem analysis and problem solving
Conflict Resolution and decision making
Organizational skills
Attention to detail
Adaptability
Teamwork
Proficient typing and keyboarding skills
Advanced Knowledge in Microsoft Office Suite
Bilingual preferred, but not required
High School Diploma is required
4 years of customer service experience in a call center and/or healthcare setting is required

Benefits

Comp & perks

Medical insurance (UT SELECT Medical insurance offered free for employees; family members may be added through payroll deduction)
Discounted copays and coinsurance when using UT Health Physicians
$50,000 group term life insurance at no cost
$50,000 basic accidental death and dismemberment insurance at no cost
Options to purchase additional employee and dependent coverage at group rates
Three dental insurance plan options through Delta Dental (two PPOs and one HMO)
Vision Care benefits with standard or enhanced plan options
Disability Insurance
Flexible spending accounts for dependent day care and healthcare expenses
Teacher Retirement System (TRS) or Optional Retirement Plan (ORP)
Voluntary retirement programs with five plan providers
Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days), based on years of service
Extended Illness Bank: 8 hours accrued per month
Paid Family Leave: up to 240 hours (6 weeks) after 6 months of consecutive employment
12 set paid holidays annually
Discounts on services, tickets, and gym membership