Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the #1 hospital in Dallas-Fort Worth for the fifth consecutive year, we invite you to continue your healthcare career with us at William P. Clements Jr. University Hospital. You'll discover a culture of teamwork, professionalism, and consistent opportunities for learning and advancement into leadership roles.

Summary

As a Senior Patient Services Representative, this position promotes UT Southwestern Medical Center as the preferred destination for excellent patient care, outcomes, safety and service.

Experience and Education

• High school graduation or GED
• One (1) year customer service experience required.
• Six (6) months of experience as a Patient Services Representative preferred.
• Incumbent must obtain CPR certification within 90 days of employment. CPR certification must be current for duration of employment within department.

Job Duties

1. In coordination with the Training Supervisor, ensures Patient Services Representatives and Patient Services Attendants are fully trained and is responsible for site specific training duties. In the absence of the Lead Patient Services Representative; plans, monitors, and directs Patient Services Representatives at assigned site for proper work habits and daily tasks. Assigns tasks to Patient Services Representatives and Patient Services Attendants and reviews accuracy of work completed.
2. Works closely with Training Supervisor to ensure all training needs are met, and works to solve specific problems either on a one to one basis or in a group setting.
3. Builds solid working relationships with all Patient Service Representatives and Patient Services Attendants. Responsible for all on the job training of Patient Service Representatives and Patient Services Attendants at their assigned site.
4. Identifies and resolves problems in a timely manner, displays willingness to make decisions, exhibits sound and accurate judgement, uses discretion to make decisions or seeks advice from the Training Supervisor. Communicates changes effectively, prepares and supports those affected by change.
5. Responsible to coordinate with other Senior Patient Representatives to ensure consistent training practices policy enforcement at all locations.
6. Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair/gurney assistance, ensuring patient comfort and safety at all times.
7. Seeks to understand the needs of the internal and external customers meeting and exceeding those needs. Serves as a liaison between parents, their families, friends and our medical staff.
8. Responds to patients or staff inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
9. Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members. Assists with arranging for services requested by patients, family or internal customers by working with other departments.
10. Performs other duties as assigned.

Knowledge, Skills & Abilities

• Work requires good communication, organizational, reading and writing skills.
• Work requires a genuine interest in people and customer service.
• Work requires familiarity with Microsoft applications.
• Work requires ability to use electronic devices (i.e. tablets).
• Work requires ability to work with confidential information on daily basis.
• Work requires to be punctual and reliable with attendance.
• Work requires ability to communicate effectively and successfully manage multiple tasks
• Work requires adaptability/flexibility to react positively to changes in work environment.
• Work requires the ability to plan and organize work in logical and efficient manner.

Working Conditions

Must be willing and comfortable working week days and occasional holidays & weekends.

Must be willing and comfortable walking extensively, climbing stairs & pushing patients in wheelchairs.

Must be willing and comfortable transferring patients to/from vehicles to wheelchairs.

Must be willing and comfortable working outside in all weather conditions, answering phones, responding to requests & providing campus information, interacting with emotionally ill patients and family members.

Any qualifications to be considered as equivalents in lieu of stated minimum require prior approval of Vice President for Human Resources Administration or his/her designee.

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information

Salary

Salary Negotiable

Compliance with the COVID-19 vaccine mandate enforced by the Centers for Medicare and Medicaid (CMS) is a requirement for this position. Federal law requires individuals holding this position to be fully vaccinated or have an approved exemption for certain medical, disability, or religious reasons. Individuals who do not meet CMS vaccination requirements are not eligible and should not apply for this position but are encouraged to apply for other non-healthcare positions at UT Southwestern for which they qualify.

For COVID-19 vaccine information, applicants should visit https://www.utsouthwestern.edu/covid-19/work-on-campus/

To learn more about the benefits UT Southwestern offers, visit https://www.utsouthwestern.edu/employees/hr-resources/

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status