Job Description

Extended Job Title
Patient Services Specialist (Contact Center/Alberta)

Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso

Position Description
This position is responsible for assuring smooth operation of the contact center patient call flow. Employees serve as primary contacts for patients over the telephone and are responsible for scheduling appointments for various clinical services, maintaining records, resolving service or clinical issues by clarifying the patient’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem according to each clinical departmental procedures and guidelines. This is a call center, metric based performance driven environment. Employees do not have cash handling responsibilities.

Requisition ID

Optional Attachments

Travel Required
Up to 25%

Major/Essential Functions
  • Answers and handles contact center appointment calls appropriately according to department procedures and guidelines
  • Answers and handles all other contact center calls appropriately according to department procedures and guidelines for new, existing, and prospective patients regarding a variety of other inquiries not specified in the first 3 IVR options
  • Answers and handles contact center prescription refill calls and routes timely and appropriately according to department procedures and guidelines
  • Answers and handles contact center medical concern calls timely and appropriately according to department procedures and guidelines
  • Answers and handles billing contact center calls appropriately according to department procedures and guidelines from new, existing, and prospective patients in regards to insurance pre authorizations and copay inquiries
  • Outbound calls to patients as needed or required by department
  • Adhere to all TTUHSCEP policies, procedures and processes
  • Personally demonstrate, display, and act in accordance with TTUHSCEP values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork)
  • Performs other duties as assigned

Grant Funded?

Minimum Hire Rate
Compensation is commensurate upon the qualifications

Pay Basis

Schedule Details

Work Location
El Paso

Preferred Qualifications
  • Ability to speak effectively with customers and build rapport while providing exceptional customer service
  • Communicates effectively, both orally and in writing
  • Excellent customer service and interpersonal skills
  • Ability to devote full attention to patients and medical professionals alike
  • Ability to remain calm, even under the most stressful of situations
  • Ability to follow direction effectively
  • Ability to work as part of a team
  • Strong grammatical and data entry skills
  • Strong organizational, time management, problem solving and multitasking skills
  • Ability to operate call center applications and equipment, computer, fax machine, calculator, printer, scanner, copy machine, etc.
  • 1 year experience in medical setting
  • Knowledge of patient service principles and practices
  • Knowledge of administration and clerical processes
  • Call Center Experience
  • Bilingual- English/Spanish

HSC - El Paso

Patient Call Center

Required Attachments
Cover Letter, Resume / CV

Job Type
Full Time

Pay Statement
Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.

Job Group
Information and Records Clerks


EEO Statement
As an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.

Required Qualifications
  • A minimum of a high school diploma or equivalent
  • One (1) year of customer service, office or related experience required
  • Additional education may substitute for the experience requirement

Does this position work in a research laboratory?

Navy Enlisted Classification Code

Air Force Specialty Code
3A1X1, 4A0X1

Marine Military Occupational Specialty Code

Jeanne Clery Act
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. You can locate this report through our website at:

Application Instructions

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