Contact Center Representative

Contact Center Representative

UW Medicine Contact Center

Full-time, 100% FTE

The UW Medicine Contact Center hours of operation are 6:45 AM to 7:15 PM on Mondays through Fridays, 7:45 AM – 4:45 PM on Saturdays, and closed Sundays.

The Contact Center offers a work-from-home program available to those who successfully complete the virtual training program along with meeting performance metrics and expectations.

As an employee, you will enjoy generous benefits and work/life programs. Do you want a career where you can make a real impact on people’s lives? Do you have a passion for helping others in times of need? Would you like to work from the comforts of your own home? Would like to enhance your medical field knowledge and/or skills with exposure to multiple clinics and providers? If you answered yes to any of these questions, then the UW Medicine Patient Access Representative role is for YOU!

The Patient Access Representative (Contact Center Representative 1 (CCR1)) is the first point of contact to assist patients and their families in scheduling new and returning patient ambulatory appointments across the UW Medicine Health System. The CCR1 will answer patient questions, help navigate the UW Medicine Health System, respond to scheduling and messaging needs, and provide a consistent patient care experience that represents the UW Medicine brand. The CCR1 will research and assist in patient inquiries with a high degree of diplomacy and problem-solving acumen. This position is a remote position but under special circumstances may require an occasional expectation of coming into the office located in the University District.

PRIMARY JOB RESPONSIBILITIES

• Deliver Best-in-Class patient care to each and every caller
• Handle a high volume of calls in an inbound, fast-paced contact center
• Demonstrate the UW Medicine Policy for Professional Conduct in every interaction
• Schedule appointments in Epic, our medical record system, following scheduling guidelines
• Ensure patient records are up-to-date and accurate through adherence to UW Medicine Registration Standards
• Route calls to appropriate clinics, patient support services, and/or University of Washington entities as needed
• Take accurate and complete messages for clinic providers, staff and management
• Serve as a liaison between customers and clinics to ensure timely, appropriate transfer of information and response to inquiries
• Is a knowledgeable resource to patients/customers, striving to build patient/customer loyalty and confidence
• Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion
• Coordinate incoming referrals to ensure all referrals are entered into the referral module in the Epic System, including prior numbers when needed
• Coordinate referral management with clinic staff and providers to ensure optimal access to specialty care
• Coordinate with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment
• Coordinate with Interpreter Services as needed
• Identify, research, and resolve patient questions and inquiries regarding the patient portal. Act as first-level technical response to questions such as password reset, log-in issues, appointment confirmation, information in medical record looks incorrect, etc.
• Demonstrate in-depth knowledge of UW Medicine’s mission, vision, and service offerings
• Adhere to contact center processes and workflow with an attention to continuous quality improvement
• Recognize when customers are frustrated or may require education or instruction beyond the issue presented. De-escalate conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance.
• Meet or exceed contact center performance standards and measure with a focus on quality, accuracy, and timeliness
• Comply with the UW Medicine risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in the related policies
• Observe principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients, co-workers and healthcare professionals.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions
• Participate and complete the required training program including annual Safety training and all required HIPAA and Compliance training
• Participate in ongoing technical, customer service, and other training to continually improve skills and stay current with changes in operations

REQUIREMENTS
High school graduation, or equivalent AND one (1) year of general office experience OR experience in customer service, telephone sales, or problem resolution OR equivalent education/experience. As work is performed in the state of Washington, candidates must reside within the state of Washington at the time of hire.

Prior call center/healthcare experience is strongly desired.

WORK FROM HOME REQUIREMENTS:

The two to four-week onboarding/training program will occur remotely. If eligibility and performance requirements are met, the Patient Access Representative will be approved to continue working remotely. After completion of training, the Patient Access Representative may be required to work in the office twice a year or as needed.

ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHER
UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community.

EO/AAE

Job Type: Full-time

Pay: $3,861.00 - $5,521.00 per month

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift

Application Question(s):

• This is primarily a remote position. As work is performed in the state of Washington, will you reside within the state of Washington at time of hire?

Work Location: On the road

Salary : $3,861 - $5,521