Patient Access Center Trainer

Houston, TX

Patient Access Center Trainer

Location: Houston, Texas

Category: Healthcare Support Services

McGovern Medical School at UTHealth Houston

Requisition #: 230002JP

What we do here changes the world. UTHealth Houston is Texas’ resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That’s where you come in.

Once you join us you wont want to leave. It’s because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you’d expect from a top healthcare organization (benefits, insurance, etc.), plus:

  • 100% paid medical premiums for our full-time employees

  • Generous time off (holidays, preventative leave day, both vacation and sick time – all of which equates to around 37-38 days per year)

  • The longer you stay, the more vacation you’ll accrue!

  • Longevity Pay (Monthly payments after two years of service)

  • Build your future with our awesome retirement/pension plan!

We take care of our employees! As a world-renowned institution, our employees’ wellbeing is important to us. We offer work/life services such as…

  • Free financial and legal counseling

  • Free mental health counseling services

  • Gym membership discounts and access to wellness programs

  • Other employee discounts including entertainment, car rentals, cell phones, etc.

  • Resources for child and elder care

  • Plus many more!

Position Summary:

Responsible for providing training and leadership for Patient Access Center representatives in desktop support, technical issues, and Automated Call Distribution-related (ACD) telephonic and information systems within organization.

Position Key Accountabilities:

  1. Develops and maintains Patient Access Center training curriculum in to provide consistent training and coaching for each individual employee.

  2. Reviews departmental performance goals and objectives.

  3. Navigates call recording solutions and creates reports with obtained data.

  4. Creates training curriculum and performance goals for Patient Access Center with data obtained.

  5. Able to navigate an ACD phone set up, and other telephone systems and tools as required.

  6. Documents communications accurately and completely and follows up as required.

  7. Maintains a 95% or higher QA score per departmental QA process.

  8. Performs QA as assigned by direct manager.

  9. Maintains collaborative relationships with clinic management and personnel, and works with assigned clinics to maintain protocol tool.

  10. Conducts 1:1 meetings with employees once per week to discuss performance expectations and output.

  11. Performs other duties as assigned.


Extensive knowledge of call center operations, ACD phone systems, telephonic systems and tools, call recording systems, and reporting tools

Skilled to 10 or more ACD skills/clinics

Analysis of troubleshooting telephonic systems

Proficient in keyboard skills, 10-key excellent verbal, written and analysis skills

Proficient in GE Centricity Business.

Proficient in EHR system

Proficient in insurance plan codes.

Proficient in CMS ACD reports, and able to analyze as needed

Minimum Education:

High school diploma or equivalent required. Graduate from a vocational business school with a minor in a job related field preferred.

Minimum Experience:

Two (2) years of call center or help desk experience, with at least one year of demonstrated experience in leadership and training facilitation. Experience in a healthcare, patient access environment preferred. Experience within UT Patient Access Center required. May substitute required experience with equivalent years of education beyond the minimum education requirement.

Physical Requirements:

Exerts up to 50 pounds of force occasionally and/or up to 20 pounds frequently and/or up to 10 pounds constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

Residency Requirement:

Employees must permanently reside and work in the State of Texas.

If you are looking for a great healthcare career in Houston, visit!

University of Texas Health Science Center at Houston (UTHealth)

Established in 1972 by The University of Texas System Board of Regents, The University of Texas Health Science Center at Houston (UTHealth) is Houston’s Health University and Texas’ resource for health care education, innovation, scientific discovery and excellence in patient care. The most comprehensive academic health center in the UT System and the U.S. Gulf Coast region, UTHealth Houston is home to schools of biomedical informatics, biomedical sciences, dentistry, nursing and public health and the John P. and Kathrine G. McGovern Medical School. UTHealth Houston includes The University of Texas Harris County Psychiatric Center, as well as the growing clinical practices UT Physicians, UT Dentists and UT Health Services. The university’s primary teaching hospitals are Memorial Hermann-Texas Medical Center, Children’s Memorial Hermann Hospital and Harris Health Lyndon B. Johnson Hospital.

UTHealth Benefits

UTHealth Houston offers a comprehensive and competitive benefits package. For more information on our benefits programs please refer to the UTHealth Houston Office of Benefits Website.

Equal Employment Opportunity Statement

UTHealth Houston is committed to providing equal opportunity in all employment-related activities without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, gender identity or expression, veteran status or any other basis prohibited by law or university policy. Reasonable accommodation, based on disability or religious observances, will be considered in accordance with applicable law and UTHealth Houston policy. The University maintains affirmative action programs with respect to women, minorities, individuals with disabilities, and eligible veterans in accordance with applicable law.

UTHealthHoustonhas adopted a policy consistent with CMS regulations to protect our patients and university community from exposure to COVID-19. This policy affects all employees, residents, fellows, students, contractors, new hires, visiting scholars program participants, adjunct faculty, and volunteers who work, train, or collaborate at the John S. Dunn Behavioral Science Center.

In addition, all UTHealthHouston​​​​​​​employees who are assigned to work at a location that is subject to the affiliated partner’s hospital, clinical offices, or agency are required to abide by UTHealth’sHoustonrules and regulations, as well as the affiliate’s rules and regulations, including COVID-19 vaccination and safety requirements.

Work location is based on the needs of the department and may be adjusted.