Job Information
UNIVERSITY OF TEXAS AT AUSTIN Pre-Appointment Intake Specialist Captain, Access Center, UT Health Austin in Austin, Texas
Acts as the lead decision maker in the day-to-day operations of the PAI team. Serves as subject matter expert for the PAI Specialist of clinic processes and preferences. Oversees and supervises the Pre-Appointment Intake (PAI)Specialists.Provides ongoing education, training and oversight ensuring appropriate supervision and utilization of all staff. Performs, facilitates, and coordinates new hire training utilizing UTHA Access training competency as a guide. Provides training as needed when new processes and procedures are developed. Assists with questions regarding insurance loads, or scheduling questions PAI Specialists may have.Leads team huddles as needed, to make sure potential training opportunities are understood and followed through with staff. Supports staff and patient safety, acting as the first contact point for concerns/issues that need to be escalated. Assists team members with handling any patient escalations. Takes escalated calls from upset patients and redirects as needed.Creates the daily schedule to make sure there is adequate coverage. Oversees PAI schedule management, which includes management of call spikes, scheduling breaks/lunches and altering if needed. Delegates daily tasks assignments as identified by supervisor/manager. Monitors schedules to make sure adherence to patient schedule is available and alert management if there is a backlog or inability to contact a patient.Provides an exceptional arrival experience to include welcoming, greeting and orienting patients and visitors. Extends a warm and caring approach to all clinic patients. Facilitates patient flow and communicates concerns with leadership team and clinical staff.Performs other related duties as assigned.