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Administrative Support

Access Communication Specialist

Houston, TX, US
    Position: Access Communication Specialist
    Talent Area: Administrative Support
    Full/Part Time: Full time
    Location: Houston, TX, US
    Department: Provider Connect
    Shift: 8a-5p
    Job ID: 408198

We’re looking for an Access Communication Specialist, someone who’s ready to grow with our company. In this position you will handle requests from physicians, other healthcare providers and their staff regarding interaction with the hospital. To educate and communicate to healthcare providers accurate information regarding how to interact digitally with the hospital, how to refer patients and how to obtain information regarding their patient's care. To ensure that customers' service needs are met in accordance with established guidelines, either directly by the Access Communication Specialist, or by directly connecting the customer with the appropriate resource.


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Job Duties & Responsibilities

Answering inbound or making outbound calls to customers with queries in relation to interacting with hospital to receive care for their patients, in a timely, efficient, and professional manner.

Responding to providers’ written and electronic correspondence.

Accurately documenting all calls and responses to correspondence using the appropriate computer systems, and documenting in accordance with departmental procedures and guidelines.

Following up on unresolved queries and completing callback requests promptly.

Providing information and solutions to all customers based on training provided. Escalate unresolved issues to supervisor in a timely manner and communicate solution back to customer.

Maintain and develop strong knowledge and keep up to date with any new procedures used by the department.

Working to achieve targets within a strong team orientated environment.

Adhere to quality scripts and maintain a high level of quality scores.

Ability to adapt to new changes in a fast-paced environment.

Represent the organization positively and professionally.

Display a positive attitude and high level of commitment.

Attend monthly meetings to discuss performance with your supervisor, staff and other department meetings as requested.

Comply with all security requirements identified under HIPPA/PHI and as outlined in hospital policies.

Maintain and develop a strong level of knowledge regarding the tools available to external healthcare providers and their staff for interacting digitally with hospital.

Provide external providers and their staff updates and information regarding their patients’ care at Hospital, in accordance with all security requirements identified under HIPPA/PHI and as outlined in hospital policies. This may include providing requested information, connecting the requestor with the appropriate resource in a clinical department, connecting the requestor with HIM, or educating the requestor about available digital tools.

Connect providers and their staff to the appropriate resource to meet their need for expedited appointments or connection to specialists to better expedite the care of patients receiving care at or being referred to hospital.

Follows organizational policy for maintaining external provider directory.

Skills & Requirements

Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees unless approved for a medical or religious exemption.

Required H.S. Diploma or GED

An associate or bachelor's degree may be substituted for the experience requirement

2 years contact center, customer service, &/or other experience in a healthcare setting is required


About Texas Children’s

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.

Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.

To join our community of 14,000+ dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at

Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

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