Access Services Representative Senior – CPAS

Requirements

• Serves as the expert of detailed knowledge of clinic scheduling processes, templates, and provider preferences to at least one Ambulatory Clinic and/or Service Line.
• Functions as a preceptor to ensure that new CPAS staff receive appropriate orientation;
• Reviews work of new team members during their onboarding for accuracy;
• Identifies training opportunities and collaborates with referral supervisor and manager to devise individualized training programs;
• Participates in clinic meetings as necessary;
• Functions as the primary liaison for clinic leadership to a) relay critical scheduling information, updates, and education to CPAS staff, and b) bring forth questions from CPAS staff for clinic leadership to address;
• Receives scheduling and referral escalation questions/issues from CPAS staff for further resolution in scheduling, patient experience, and service recovery;
• Responsible for critical appointment overbooking and knowledge of scheduling of urgent appointment timelines to ensure patient needs are met within clinical criteria;
• Ensures accuracy of scheduling protocols including Epic functionality, job aids, and team communications;
• Oversees performance and workflow of referral work queues assigned to ensure that referrals are worked in a timely manner and according to UTSW business rules;
• Escalates any observed issues to appropriate leadership;
• Researches Epic Help Desk Tickets with Root Cause Analysis to determine necessary next steps for resolution;
• Active participant in performance improvement projects;
• Performs all the duties of an Access Services Representative II, as needed.

Benefits

• Health insurance
• Retirement plan
• Paid time off
• Employee assistance program