Job Description

Extended Job Title
Sr Patient Services Specialist Contact Center Supervisor

Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso

Position Description
This position is responsible for assuring smooth operation of the clinic patient flow and serve as primary contacts for patients. Responsible for scheduling appointments, preparing necessary paperwork before the patient visits, receiving patients, and maintaining records. In addition, this position is responsible for processing charges for clinic services, filing insurance claims, responding to requests for information from patients and insurance companies and maintaining related information for the department. Ability to communicate effectively with a variety of people. Ability to understand and follow instructions. Work is performed in usual clinic conditions and requires a high degree of contact of both direct with patients, HSC staff, and insurance companies. Employees have cash handling responsibilities.

Requisition ID

Travel Required

Major/Essential Functions
  • Reviews Contact Center statistics and ensures they remain at a rate which is conducive to meeting the needs of internal and external customers
  • Will provide Contact Center agents feedback on call quality in order to ensure a positive patient experience upon first contact with the department
  • Reviews transfers and routing of calls as appropriate by agents
  • Attends meetings which include being part of committees to assist in improving operational efficiency
  • Intervenes and handles issues relating to patient problems, concerns, or complaints and takes measures to correct situations
  • Responsible to review and correct assigned staff time clock entries, making adjustments as deemed necessary
  • Monitors scheduling and schedules of all pods in order to maintain accuracy and ensure patients receive a timely appointment
  • Ability to prioritize and be assertive

Grant Funded?

Minimum Hire Rate

Pay Basis

Work Location
El Paso

Preferred Qualifications
  • Advanced knowledge of Centricity appointment (or similar) system and electronic medical records
  • Experience in compiling reports and handling cash
  • Bilingual (English/Spanish).

HSC - El Paso

Ob Gyn Dept Elp Genl

Required Attachments

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

Occasional Duties
  • Performs other related duties as deemed necessary by immediate supervisor
  • Serves as back-up to Management staff


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, national origin, age, disability, genetic information or status as a protected veteran.

Required Qualifications
  • A minimum of a high school diploma or equivalent

  • A minimum of five (5) years of general office experience
  • A minimum of two (2) years in a clinic or physician's office OR at least three (3) years of experience at TTUHSC in the Patient Services Program, documented completion of all relevant IDX training and a current performance appraisal with a rating of meeting or exceeding expectations

Does this position work in a research laboratory?

Application Instructions

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