Health Access Partner Team Lead

Job Posting Title:

Health Access Partner Team Lead

----

Hiring Department:

Dell Medical School

----

Position Open To:

All Applicants

----

Weekly Scheduled Hours:

40

----

FLSA Status:

Non-Exempt

----

Earliest Start Date:

Immediately

----

Position Duration:

Expected to Continue

----

Location:

UT MAIN CAMPUS

----

Job Details:

General Notes

The Dell Medical School is seeking a Health Access Partner Team Lead

Purpose

The Health Access Partner Team Lead serves as a frontline leader within the Access Center and is responsible for supporting daily operations, guiding team members, and ensuring exceptional patient access experiences. This role provides oversight of scheduling, registration, and patient communication activities while acting as a resource and mentor for Health Access Partners. The Team Lead reports to the Patient Access Manager and ensures efficient appointment coordination, monitors workflows, and resolves complex scheduling issues. The Team Lead also supports compliance with organizational standards and healthcare regulations, contributing to a positive and efficient patient journey. 

Responsibilities

Operational Leadership

• Serves as the lead decision-maker for the daily operations of the Health Access Partner team. 

• Creates and manages daily schedules to ensure appropriate staffing coverage. 

• Delegates task assignments as identified by the supervisor to maintain workflow efficiency. 

• Monitors team productivity and adjusts workflows to meet operational goals. 

• Communicates staffing needs and performance concerns to management. 

Call Center Oversight

• Monitors phone queues to ensure agents are available and alerts management of call spikes or high hold times. 

• Manages call center operations, including adjusting breaks and lunches to maintain coverage. 

• Tracks call metrics and reports trends to leadership. 

• Ensures adherence to call handling protocols and service standards. 

• Supports overflow coverage during peak periods. 

Escalation & Patient Experience Management

• Handles escalated calls from upset patients and redirects to appropriate resources when necessary. 

• Provides an exceptional arrival and service experience for patients and visitors, extending a warm and respectful approach to all individuals. 

• Serves as the first point of contact for staff and patient safety concerns, escalating issues appropriately. 

• Promotes an environment of empathy and professionalism in patient interactions. 

• Collaborates with Patient Relations to resolve service issues. 

Subject Matter Expertise & Team Support

• Acts as the subject matter expert on clinic workflows, processes, and provider preferences for the Health Access Partner team. 

• Assists Health Access Partners with scheduling and insurance-related questions to support accurate and efficient patient access. 

• Facilitates patient flow and communicates concerns to clinical leadership as needed. 

• Maintains up-to-date knowledge of scheduling systems and protocols. 

• Provides guidance on complex scheduling scenarios. 

Training & Staff Development

• Leads team huddles to reinforce training opportunities and operational updates. 

• Oversees and supports Patient Scheduling team members through ongoing education, competency validation, and workflow guidance. 

• Performs, facilitates, and coordinates new hire training in alignment with UTHA Access and Outcomes training competencies. 

• Provides additional training when new processes or procedures are implemented. 

• Evaluates training effectiveness and recommends improvements. 

Advanced Scheduling & Data Integrity

• Schedules complex, multi-disciplinary appointments across departments. 

• Manages scheduling in multiple systems and across multiple locations. 

• Ensures accurate documentation of appointment details and patient demographics. 

• Generates MyChart activation codes and collects required documentation. 

• Coordinates with registration for account updates. 

Collaboration & Continuous Improvement

• Partners with leadership and clinical teams to identify and resolve workflow or patient access concerns. 

• Contributes to process improvements that enhance efficiency, patient experience, and staff engagement. 

• Participates in cross-functional initiatives to improve scheduling operations. 

• Shares feedback from staff and patients to inform operational changes. 

• Supports implementation of new technologies or systems. 

Other Job Duties may apply as assigned

MARGINAL OR PERIODIC FUNCTIONS:

• Attends periodic leadership, process improvement, or departmental meetings. 

• Assists with special projects or pilot initiatives when assigned by leadership. 

• Participates in outreach or service recovery activities to enhance patient satisfaction. 

• Supports leadership in collecting, tracking, and reporting access center or clinic performance data. 

• Supports special projects or process improvement initiatives. 

• Fosters professional growth through required training and skill-building; serves as preceptor, mentor, and go-to resource for less-experienced colleagues. 

• Provides backup coverage during staff absences or high-volume periods. 

• Performs related duties as required. 

KNOWLEDGE/SKILLS/ABILITIES

Customer Focus  

• Anticipates and meets the needs of internal and external customers. 

• Builds trust through responsive and respectful communication. 

• Tailors scheduling solutions to patient needs. 

• Resolves complaints with empathy and professionalism. 

Process Management 

• Designs and improves work processes to enhance efficiency. 

• Streamlines scheduling workflows and templates. 

• Identifies bottlenecks and implements solutions. 

• Uses metrics to monitor and improve performance. 

Developing Others 

• Provides feedback, coaching, and development opportunities. 

• Creates individualized training plans. 

• Encourages peer mentoring and knowledge sharing. 

• Recognizes and rewards staff growth. 

Priority Setting  

• Focuses on what matters most and manages time effectively. 

• Triages urgent scheduling needs. 

• Balances competing demands across clinics. 

• Delegates tasks appropriately. 

Interpersonal Savvy  

• Builds effective relationships across teams. 

• Navigates sensitive conversations with diplomacy. 

• Collaborates across departments to resolve issues. 

• Maintains professionalism under pressure. 

Informing  

• Communicates clearly and timely with relevant stakeholders. 

• Shares updates on scheduling changes. 

• Provides clear instructions to staff. 

• Escalates issues with appropriate context. 

Required Qualifications

Requires a High School Diploma/GED in  with at least 5 year(s) of experience in patient scheduling, medical office operations, or healthcare access services. Demonstrated experience supporting or leading scheduling workflows, resolving patient issues, and collaborating with clinical teams.  Relevant education and experience may be substituted as appropriate. 

Preferred Qualifications

Associate's Degree in healthcare administration, business, or related field with at least 7 year(s) of experience in patient scheduling, including  2 years in a lead or supervisory capacity. Experience with EHR scheduling systems.  Certified Medical Administrative Assistant (CMAA). Epic Cadence or other EHR scheduling system certification. 

Salary Range

$52,000 + depending on qualifications

Working Conditions

• Standard office equipment 

• Repetitive use of a keyboard

• May be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others.

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

----

Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

----

Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

----

Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

----

Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

----

Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

----

Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

----

E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

----

Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.