Department
School of Medicine/ Revenue Cycle
Scope of Job
Responsible for the day-to-day operations of the referral coordination center, access center/contact center, nurse triage line, and centralized scheduling function in support of the UTRGV Health clinical care enterprise. Accountable for the personnel, operational and financial management of all assigned programs/areas. To ensure exceptional customer service to all stakeholders and maintain performance to organizational and national benchmarks on quality, efficiency and financial performance.
Description of Duties
- Manages and provides oversight of customer service for patient communication center, referral coordination center, nurse triage, and centralized scheduling function.
- Ensures best practices are followed and consistent standards are set for employees across the departments.
- Leads strategic and tactical initiatives in support of exceptional service to our patients and referral sources and the UTRGV strategic and operating plans.
- Works closely with ambulatory physician and administrative leaders to ensure access goals and first call appointing goals are in alignment across the ambulatory enterprise.
- Facilitates and leads the referral management team, working with ambulatory physician and administrative leadership to share referral data, generate discussion, and identify potential opportunities for improvement. Utilizes feedback to identify potential service gaps within the communities UTRGV serves and brings recommendations forward to leadership.
- Reviews and analyzes data to make decisions while relying on strong inter-personal skills to drive change.
- Continuously evaluates referral services processes for improvement opportunities.
- Collaborates with UTRGV providers as well as referring providers to improve access to care for our patients.
- Establishes ongoing methods for evaluation and improvement of service standards and performance metrics.
- Works with information services to evaluate the use of systems and technology and develops recommendations for improvement in existing technology applications or potential implementation of appropriate new technology applications.
- Directs the preparation of management reports related to key performance indicators and reviews with clinical and administrative leadership, collaboratively developing action plans with leadership for improvement.
- Selects, trains/orients, assigns, and directs department staff (either directly or through subordinate management team). Develops standards of performance, evaluates performance, provides career path coaching and guidance, and initiates or makes recommendations for personnel actions. Administers interventions accordingly.
- Participate in development of communication processes and strategies for all applicable initiatives. Demonstrates leadership in all communications with peers, direct reports, clinicians, and staff on the competitive imperative of ambulatory access.
- Responsible for implementation of optimal staffing model to support operations.
- Effectively influences and negotiates with others to achieve win/win situations.
- Maintains current knowledge on emerging best practices on contact center management, technology, and other strategies to optimize patient access on a national level.
- Develops, monitors, and effectively utilizes the departmental operating budgets.
- Continually obtains feedback and input on expectations and satisfaction from stakeholders.
- Responsible for identifying and evaluating the need for new equipment, supplies, communication services, and information services for all areas of the program.
- Adheres to internal controls and reporting structure.
- Ensures callers are assisted with provider channeling, notifications of catastrophic injuries, call-ahead to treatment facilities, and the distribution of forms and reports. May resolve calls that have been escalated for resolution.
- Monitors and evaluates staff members through careful and regular assessment to improve performance and achieve expected volume.
- Responds to complex inquiries or challenging customers when more in-depth and knowledgeable assistance is needed.
- Trains new hires on each assigned client, phone system, intake system, and department protocols.
- Responsible for preparing and reporting monthly statistics.
- Maintains and coordinates schedule for shifts, vacation, and leave for call center operations.
- Performs other duties as assigned.
Supervision Received
General supervision from assigned supervisor.
Supervision Given
Direct supervision of assigned staff.
Required Education
Bachelor’s degree from an accredited university.
Preferred Education
None.
Licenses/Certifications
None.
Required Experience
Four (4) years’ experience providing customer service in a healthcare related setting, or call center setting to include supervisory experience. Knowledge of medical and insurance terminology. Experience in lieu of education may be substituted on a 2-for-1 basis.
Preferred Experience
Experience in a healthcare related setting to include supervisory experience. Experience utilizing call-center software applications and analyzing call-center statistics.
Equipment
Use of standard office equipment.
Working Conditions
Needs to be able to successfully perform all required duties. Office Environment; some travel and weekend work is required. Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. UTRGV is a distributed institution, which requires presence at multiple locations throughout the Rio Grande Valley.
Other
Exceptional planning and organizational skills. Strong organizational skills focus on exceptional customer service, and attention to detail are necessary to ensure efficient and quality operations. Customer/client orientation. Excellent communication and presentation skills to successfully engage and collaborate with employees, senior leaders, and physicians across the organization. Team building experience and skill in engaging employees and creating a positive, enthusiastic work environment that fosters loyalty and employee satisfaction.
Physical Capabilities
N/A
Employment Category
Full-Time
Minimum Salary
Commensurate with Experience
Posted Salary
Commensurate with Experience
Position Available Date
08/03/2026
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