Helpdesk Support Specialist, Covid Vaccine Clinic, UT Health Austin-4
: Job Details :

**Job Posting Title:**

Helpdesk Support Specialist, Covid Vaccine Clinic, UT Health Austin-4**----**

**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 Until Jun 30, 2022**----**

**Location:**

UT MAIN CAMPUS**----**

**Job Description:**

Assist with scheduling, as well as check in and check out procedures for the Covid Vaccine Clinic and at UT Health Austin and provide the highest level of customer service and outstanding communication skills to ensure timely care coordination. The Patient Access Center has numerous procedural requirements, including data elements, insurance verification, and authorizations for services.**----**

**Job Details:**

**Responsibilities**

* Assist in scheduling patients who will receive the Covid-19 vaccine. Responds to and resolves inquiries and requests for assistance with computer systems, and provides a superior customer support experience for Dell Medical School users. Analyzes and provides hands-on support for simple to moderate inquiries.

* Maintains documentation for each incident or request, and escalates complex problems to the next level of support. Aids and trains users on school technology. Effectively works with customers, Service Desk and Technical Services personnel.

* Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance. Maintains and protects confidentiality with regard to all aspects of patient care and employee information. Assists with troubleshooting. Forms productive relationships with internal customers by listening, clarifying, and responding effectively. Cooperates with and works effectively with Information Services colleagues.

* Assist in the patient check-in process for the Covid-19 Vaccine Clinic, and accurately gather and enter all demographics, insurance and clinical information into the electronic medical record system while following HIPAA related guidelines. Aid patients as requested via electronic multi-media requests such as phone, email, chat, web, etc. Resolve immediate patients' needs as appropriate or contact leadership immediately to assist with any urgent situations.

* Interact with the Access Center and Clinical Care teams to provide customer service to contacts: Included but not limited to scheduling and confirming patient appointments for Covid-19 vaccine services, using electronic contact center software system, the electronic medical record system, and other electronic methods for managing patient care. Perform a variety of outbound calls to contact patients to schedule them to receive the Covid-19- vaccine using priority lists that will be provided. Document all scheduling attempts to contact the patients appropriately.

**Required Qualifications**

High school graduation or GED. Capable of documenting patient communication, referral notations, and clinical chart notes accurately and appropriately. Professional verbal and written communication. Ability to anticipate needs and follow through with internal and external customers. Exceptional customer services skills, awareness, and phone etiquette. Ability to follow directions. Ability to communicate effectively with the patient and the healthcare team, including explaining registration policies and procedures. Must be able to interpret basic medical terminology and have proficiency in the use of necessary math skills. Ability to maintain and respect the confidential nature of medical information. Ability to use experience and judgment to plan and accomplish goals. Must have the ability to read and interpret documents such as charts, safety rules, operating and maintenance instructions, and procedure manuals.

*Relevant education and experience may be substituted as appropriate.*

**Preferred Qualifications**

Prior healthcare setting experience preferred. Working knowledge of Electronic Medical Record systems including scheduling and general billing functions. Ability to function in a fast-paced environment. Good organizational, problem solving, and critical thinking skills. Knowledge of operating a multi-phone system or electronic telephone software system. Proficient use of computers. Ability to be flexible and assignments and multi-task as needed.

**Salary Range**

$35,000+ depending on qualifications

**Working Conditions**

* Standard Office Environment

**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.

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**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.

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**Equal Opportunity Employer:**

The University of Texas at Austin, as an , 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.

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**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,