What are the responsibilities and job description for the Resource Specialist - Contact Center position at The Rector & Visitors of the University of Virginia?
UVA Health professionals share a common bond: to pursue excellence in everything we do for our patients. As a Contact Center team member at UVA Health, you will be an integral member of a team dedicated to providing compassionate care. Contact Center team members are the face of UVA Health - you are often the first contact for our patients, families and referring providers, and your interactions set the tone for each individual's experience with UVA. This customer-focused role facilitates a variety of duties that focus on patient, community, and referring provider calls to UVA Health, the ordering of specialty health equipment, utilizing the Medical Center paging system, and managing emergency calls into UVA Health.
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Designated 24/7 entry level point of contact team that facilities a variety of low and high level customer service duties that focus on patient, provider, and other inquiries externally and internally within UVA Health. Liaisons with UVA Health, UVA Academic departments, patients, external referring providers through utilization of resources, including but not limited to Epic, paging system, database lookup and data entry and web applications. Work is prescribed and completes with little autonomy. Work with supervision or under clearly defined standard procedures and protocols.
Qualified candidates may be eligible for a sign-on bonus of $3,500.
(This bonus comes with a 2yr service agreement, and is paid in 2 installments.)
- Performs the following Contact Center functions: Answers calls from external and internal sources; Screening patient calls and using de-escalation skills before escalating;Assessing the caller's needs and responds using good critical judgment and understands when to escalate; Call processing and monitoring functions for multiple departments within UVA Health and the University.
- Responsible for accurate data entry of provider and patient information, transportation or equipment requests, and patient information into EMR (Electronic Medical Record) as required. Data is checked and significant issues are escalated as appropriate
- Responds to telephonic, web, fax, and pager directed inquiries for comprehensive resource information using customer service based skills.
- In addition to the above job responsibilities, other duties may be assigned.
Qualified candidates may be eligible for a sign-on bonus of $3,500.
(This bonus comes with a 2yr service agreement, and is paid in 2 installments.)
Position Compensation Range: $15.68 - $24.30 HourlyMINIMUM REQUIREMENTS
Education: High School Graduate or Equivalent
Experience: 1 year of customer service or call center preferred
Licensure: None required
PHYSICAL DEMANDS
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.
The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician's Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.
Salary : $16 - $24
