Job Details

THE UNIVERSITY OF TEXAS SOUTHWESTERN MEDICAL CENTER

JOB INFORMATION

Job Code: 1966
Job Title: PAT SVC REP
Date Last Edited: 8/22/2025
FLSA Status: N

JOB SUMMARY
As a Patient Services Representative, this position promotes UT Southwestern Medical Center as the preferred destination for excellent patient care, outcomes, safety and service.

ESSENTIAL FUNCTIONS

Job Duties

• Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers; meeting and exceeding those needs. Serves as a liaison between patients, their families, friends and our medical staff. Performs other duties as required to provide fast and friendly genuine hospitality.
• Responds to patients inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members.
• Works with Lead Patient Services Representatives to solve specific problems either on a one to one basis or in groups. Provides assistance to Lead Patient Services Representative to ensure successful business operations.
• Demonstrates attention to detail, maintains confidentiality, demonstrates accuracy and thoroughness, follows policies and procedures, follows instructions, responds to leadership direction and arrives to work, meetings and appointments on time.
• Provides assistance with electronic and in person patient check in located at the applicable Guest and Patient Services desks across campus.
• Communicates changes effectively, prepares and supports those affected by change, monitors transition and evaluates results and applies feedback to improve performance.
• Listens, apologizes, finds a solution and follows through when resolving guest problems.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Duties performed may include one or more of the following core functions: a) Directly interacting with or caring for patients b) Directly interacting with or caring for human subject research participants.
• Performs other duties as assigned.

QUALIFICATIONS

Education and Experience

Required

• Education
  High School Diploma or GED

• Experience
  Six (6) months customer service experience

• Licenses and Certifications
  Incumbent must obtain CPR certification within 90 Days and
  CPR certification must be current for duration of employment

Knowledge, Skills and Abilities

• Work requires a genuine interest in people and customer service.
• Work requires ability to communicate effectively and successfully manage multiple tasks
• Work requires ability to use electronic devices (i.e. tablets).
• Work requires ability to work with confidential information on daily basis.
• Work requires adaptability/flexibility to react positively to changes in work environment.
• Work requires familiarity with Microsoft applications.
• Work requires good communication, organizational, reading and writing skills.
• Work requires the ability to plan and organize work in logical and efficient manner.
• Work requires to be punctual and reliable with attendance.

PHYSICAL DEMANDS/WORKING CONDITIONS

• Physical Demands
  Climbing
  Lifting
  Pulling
  Pushing
  Talking
  Walking

PACT STATEMENT

• 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.

Salary
Salary Negotiable

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.