Access Services Representative Senior – CPAS

THE UNIVERSITY OF TEXAS SOUTHWESTERN MEDICAL CENTER

JOB INFORMATION

Job Code: 2063 
Job Title: ACCESS SVCS REP SR - CPAS 
Date Last Edited: 8/22/2025 
FLSA Status: N

JOB SUMMARY
Works under minimal supervision to provide exemplary customer service to accurately facilitate patient appointment scheduling and relay of critical information and questions in a large contact center environment. Additional responsibilities include resolution of complex patient scheduling issues, serving as liaison to clinic leadership, review of appointment scheduling for accuracy, and preceptorship to onboarding employees. 

ESSENTIAL FUNCTIONS

Job Duties

• Serves as the expert of detailed knowledge of clinic scheduling processes, templates, and provider preferences to at least one Ambulatory Clinic and/or Service Line.
• Functions as a preceptor to ensure that new CPAS staff receive appropriate orientation; Assists with the onboarding, training, and mentoring of less experienced team members. Reviews work of new team members during their onboarding for accuracy. Identifies training opportunities and collaborates with referral supervisor and manager to devise individualized training programs.
• Participates in clinic meetings as necessary, including rounding in clinical environment for meetings and/or training.
• Functions as the primary liaison for clinic leadership to a) relay critical scheduling information, updates, and education to CPAS staff, and b) bring forth questions from CPAS staff for clinic leadership to address.
• Receives scheduling and referral escalation questions/issues from CPAS staff for further resolution in scheduling, patient experience, and service recovery.
• Responsible for critical appointment overbooking and knowledge of scheduling of urgent appointment timelines to ensure patient needs are met within clinical criteria.
• Ensures accuracy of scheduling protocols including Epic functionality, job aids, and team communications.
• Oversees performance and workflow of referral work queues assigned to ensure that referrals are worked in a timely manner and according to UTSW business rules. Escalates any observed issues to appropriate leadership.
• Researches Epic Help Desk Tickets with Root Cause Analysis to determine necessary next steps for resolution.
• Active participant in performance improvement projects.
• Performs all the duties of an Access Services Representative II, as needed.
• Performs other duties as assigned.

QUALIFICATIONS

Education and Experience

Required

• Education
  High School Diploma or equivalent

• Experience
  2 years of relevant healthcare and/or contact center experience

Preferred

• Education
  Associate's Degree in related field 
  Bachelor's Degree in related field

Knowledge, Skills and Abilities

• Work requires proficient knowledge of computers, office equipment and other administrative tasks including typing and data entry skills. Testing may be required.
• Work requires professional and respectful telephone etiquette and the ability to communicate effectively with various levels of internal and external contacts.
• Work requires the ability to work with confidential information on a daily basis and to comply with HIPAA requirements to ensure patient privacy.
• Work requires the ability to research information using available resources to answer questions and resolve issues in an accurate and timely manner.
• Work requires interpersonal and teamwork skills to contribute to departmental and organizational objectives.
• Work requires adherence to all University policies, procedures, and standards.
• Work requires initiative to improve productivity and quality of work, including meeting mandatory training and continuing education requirements.
• Work requires the ability to plan and organize tasks in a logical and efficient manner.
• Work requires adaptability and flexibility to react positively to changes in the work environment.

PHYSICAL DEMANDS/WORKING CONDITIONS

• Physical Demands
  Sitting 
  Talking

• Working Conditions
  Office Setting

PACT STATEMENT

The following is the acronym, "PACT", and is fundamental to all clinical positions at UT Southwestern Medical Center:

• P-Problem Solving: To achieve excellence in patient care and service, all employees are expected to take ownership in solving problems effectively, efficiently and to the satisfaction of the patient.
• A-Ability, Attitude and Appearance: In keeping with a professional healthcare environment, all employees are expected to have the ability to perform their jobs and to appear and conduct themselves in a professional and positive manner.
• C-Communications and Compassion: It is our goal that all our communications are clear, courteous, timely, and delivered with compassion, respect and appropriate confidentiality.
• T-Teamwork: In our medical environment, our patients regard every employee they encounter as a member of the Southwestern Medical Center team. Our goal is to individually work hard to contribute to our team, support our co-workers, and to achieve not only excellent patient care and service, but also a satisfying, caring environment for each other.
  
  

Security

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

EEO Statement

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.