Patient Access Lead

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

Patient Access Team Lead supporting UT Health San Antonio’s clinical scheduling call center. Coaching specialists, auditing calls, resolving patient issues, and coordinating referral-based outbound scheduling.

Posted 8/4/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in patient scheduling, customer service, and conflict resolution while ensuring compliance with clinical policies and HIPAA requirements. Proven ability to lead teams, provide coaching, and adapt to operational changes in a healthcare environment.

Highest-signal resume keywords

Customer Service ExperiencePatient SchedulingConflict ResolutionCoaching and MentoringHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient RegistrationAppointment SchedulingTyping SkillsMicrosoft Office SuiteProblem AnalysisDecision-MakingAttention to DetailOrganizational Skills

Soft Skills

Verbal CommunicationWritten CommunicationActive ListeningAdaptabilityTeamwork

Industry Keywords

Call CenterHealthcareClinical ProtocolsAccess SpecialistsOperational Changes

About the role

Key responsibilities & impact

Provide an exceptional and positive patient experience to every caller
Maintain current knowledge of patient registration, appointment scheduling, and department protocols
Provide leadership support for multiple clinical departments and assigned Access Specialists
Lead and manage outbound call workflows to schedule patients based on referrals
Support resolution of after-hours patient concerns and urgent situations
Review, communicate, and monitor specialist schedules, including breaks and lunches, with the Access Center Supervisor or Manager
Provide telephone coverage during lunches and short-staffed periods
Conduct call audits and provide immediate feedback and coaching
Serve as a knowledgeable resource on job knowledge, scheduling guidelines, and clinical protocols
Liaise between Access Specialists and clinics to resolve scheduling errors and patient issues
Coordinate onboarding and retraining under supervisor direction
Plan daily outbound-call tasks and monitor adherence to processes and procedures
Provide motivational coaching and mentoring to improve Access Specialist performance
Complete 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 and perform other assigned duties

Requirements

What you’ll need

Four (4) years of customer service experience in a call center and/or healthcare clinical setting
Verbal and written communication skills
Active listening skills
Problem analysis and problem-solving skills
Conflict resolution and decision-making skills
Organizational skills
Attention to detail
Adaptability
Teamwork
Proficient typing and keyboarding skills
Advanced knowledge of Microsoft Office Suite
Bilingual skills preferred, but not required
Compliance with clinical policies, procedures, and HIPAA requirements
Ability to meet attendance expectations under UT Health Attendance Policies

Benefits

Comp & perks

UT SELECT Medical insurance offered free for employees
Family medical coverage available through payroll deduction
Discounted copays and coinsurance with 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 PPO dental plans and one dental HMO plan
Fully insured vision care benefits through Superior Vision Services
Standard or enhanced vision plan options
Disability insurance
Flexible spending accounts for dependent day care and out-of-pocket healthcare expenses
Teacher Retirement System (TRS) or Optional Retirement Plan (ORP)
UT Health matches employee contributions to TRS
Voluntary retirement programs with five retirement 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 paid holidays annually
Discounts on services, tickets, and gym membership