Call Center Agent III - Neurosciences

Texas Medical Center-Houston, TX

Call Center Agent III - Neurosciences

Location: Texas Medical Center-Houston, Texas


Category: Allied Health

McGovern Medical School at UTHealth Houston

Requisition #: 2300024L

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.

UTHealth Houston Neurosciences is seeking Call Center Agent III to join their team of professionals. The Call Center Agent III will be responsible for: scheduling appointments; registering patients; high volume inbound/outbound calls; and more. The ideal candidate will have call center and referral experience. Epic experience is also a plus.

Location: TMC (6400 Fannin, Houston, Texas 77030). First 3 weeks of training at Sugarland location (Sugarland (17520 W Grand Pkwy S, Sugar Land, TX 77479))

Once you join us you won't 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 registering patients, scheduling appointments, verifying insurance eligibility/demographics and diagnostics as guided by scheduling protocols for each physician, triaging phone calls, and supporting various projects in the call center. Obtains information to properly schedule and register patients.

Position Key Accountabilities:

  1. Schedules patient appointments and enter required demographics and insurance/financial information from the guarantor/patient.

  2. Verify insurance eligibility and ensures all referral authorizations are obtained within the required time frames.

  3. Triages all non-appointment phone calls to accurately transfer to the correct department.

  4. Supports online appointment scheduling and assists in other sub-specialized teams that help support the needs of the call center.

  5. Identifies and handles a variety of routine to complex customer service inquiries or requests while providing a high level of customer service.

  6. Supports the call center in meeting required department metrics for calls answered and minimize department abandoned call percentage rate.

  7. Responsible for new Call Center employee training.

  8. Handles incoming and outgoing referrals.

  9. Handles imaging, sleep study, and PCP authorizations.

  10. Responsible for complying with all policies and procedures regarding HIPAA compliance.

  11. Performs other duties as assigned.


Excellent verbal and written communication skills, and effective interpersonal and phone etiquette skills. Experience with Microsoft Office suite, proficient typing/keyboarding skills and knowledge of medical terminology.

Multi-tasking and creative problem-solving skills.

Effective customer service skills and able to work effectively in a team environment or on an individual basis.

Minimum Education:

High School Diploma or equivalent.

Minimum Experience:

Three years of experience scheduling in a call center or customer service setting. May substitute required experience with equivalent years of education beyond the minimum education requirement.

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount 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.