Sr. Patient Services Specialist (Contact Center/Transmountain)

Extended Job Title
Sr. Patient Services Specialist (Contact Center/Transmountain)

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
37174BR

Travel Required
Up to 25%

Major/Essential Functions

• Supervises and assists contact center employees in the performance of their daily job duties
• Monitors and evaluates contact center employees performance, provides learning and coaching opportunities to develop employees
• Manages contact center employees effectively to meet departmental goals while creating and maintaining a motivating and positive working environment
• Trains contact center new hires on job duties and expectations
• Handles and resolves escalated supervisor calls as best as possible
• Escalates appropriately as needed for resolution of complex situations
• Compiles contact center employee reports as assigned
• Provides coverage to handle call queues as needed
• Attends meetings and assists in the development of contact center workflows and procedures
• Identifies improvement opportunities and partners with clinical and contact center management team members to improve processes to provide high quality patient care and maximize patient satisfaction
• Develops and execute coaching plans as needed based on contact center employee need by identifying individual areas of improvement
• Conducts performance evaluations that are constructive, timely, and objective
• Handles disciplinary action and termination of employees as needed and in accordance with TTUHSCEP policy
• Participates in interviews and the selection of new contact center employees
• Adheres to all TTUHSCEP policies, procedures and processes
• Personally demonstrate, display, and act in accordance with TTUHSCEP values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork)
• Other duties as assigned

Grant Funded?
No

Minimum Hire Rate
Compensation is commensurate upon the qualifications

Pay Basis
Hourly

Schedule Details
Varies

Work Location
El Paso

Preferred Qualifications

• Bilingual: English and Spanish
• Contact Center Experience: 1+ years

Campus
HSC - El Paso

Department
Contact Center Elp

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

Shift
Other

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

• High school diploma or equivalent
• 3 years Customer Service, office or related experience, with 2 of those years in a healthcare or dental clinic setting preferred
• Additional education may substitute for the experience requirement

Does this position work in a research laboratory?
No

Navy Enlisted Classification Code
YN, HM

Air Force Specialty Code
3A1X1, 4A0X1

Marine Military Occupational Specialty Code
0111

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: https://www.ttuhsc.edu/emergency/clery-report.aspx