Job Description

Extended Job Title
Sr Patient Services Specialist- Supervisor (Contact Center ELP)

Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso

Position Description
Champions a values based culture to promote unit effectiveness. Supervises and monitors Patient Services staff while handling patient calls in the contact center. Supervises scheduling of appointments, patient visits, handling of medical concern and prescription refill calls and the maintenance of records; supervises processing of charges for clinic services, responses to requests for information from patients and insurance companies and the maintenance of related information for the department. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Most work is performed according to established procedures; problems of an unusual nature are referred to supervisor.

Requisition ID

Optional Attachments

Travel Required
Up to 25%

Major/Essential Functions
  • Supervises contact center staff with the handling of contact center calls.
  • Monitors and evaluates agent performance, provides learning or coaching opportunities, and takes corrective action, if necessary.
  • Provides coverage to handle call queues when needed.
  • Manage human resources effectively to meet departmental goals.
  • Handles escalated supervisor calls.
  • Compiles contact center agent reports as assigned.
  • Works with departmental/clinical and contact center management team members to maximize patient satisfaction.
  • Attend meetings and assist in the development of contact center/departmental workflows and procedures.
  • Trains contact center new hires on clinical workflows and guidelines.

Grant Funded?

Minimum Hire Rate
Compensation is commensurate upon the qualifications.

Pay Basis

Work Location
El Paso

Preferred Qualifications
  • Bilingual English and Spanish Contact Center Experience.

HSC - El Paso

Contact Center Elp

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.
  • Three (3) years of customer service, office or related experience required; prefer two (2) years of the experience in a healthcare setting.
  • 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 in

Application Instructions

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