CONTACT CENTER REPRESENTATIVE 3, MCSS - UW MED CONTACT CENTER (01)

Req #: 241330Department: UW MEDICINE CONTACT CENTERJob Location Detail: UW MEDICINE CONTACT CENTERPosting Date: 11/22/2024Closing Info:

Open Until FilledSalary: $4141 - $5924 per monthLimited Recruitment: Open to Department employees onlyShift: First ShiftNotes:

Contact Center hours of operation are 6:45 AM to 7:15 PM, Monday through Friday, 7:45 AM – 4:45 PM, 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. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-classified-staff-20210208.pdf) UW Medicine Contact Center has an outstanding opportunity for a Fixed Duration Contact Center Representative 3 .WORK SCHEDULE

40 hours per week

5 Days per week

Day Shift

Hybrid/Remote option DEPARTMENT DESCRIPTION

The UW Medicine Contact Center is a fast paced environment where customer service, patient care and accuracy are the highest priorities at all times. The Contact Center Representative 3 (Scheduling Specialist) is a critical point of contact over the phone for patients seeking to navigate the UW Medicine Health System. The role of the Scheduling Specialist is to advocate for patient care and address complex appointing calls. This entails breaking down access barriers for patients and obtaining the most appropriate appointments within the UW Medicine Health System for patient needs in a timely and patient-focused manner.

PRIMARY JOB RESPONSIBILITIES

Coordinate with inpatient Unit Discharge Facilitator (UDF) for outpatient follow-up Appointments.

Communicate appointment details with outside skilled nursing facilities and/or adult nursing homes.

Independently provide superior telephonic customer service to patients, families, the general public, and co-workers by consistently demonstrating and going beyond UW Medicine Service Standards.

Serve as an advocate between patients and clinics to ensure timely, appropriate transfer of information and responses to inquiries.

Utilize resourcefulness and work across the system to collaborate with cross-functional teams.

Resolve patient requests in one call or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion.

Obtain basic financial data from patients and provide basic financial screening and income verification while synchronizing with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment.

Provide complete registration and scheduling services for outpatient/clinic services as per registration and scheduling standards.

Manage incoming referrals to ensure all referrals are entered into the referral module in the Epic System, including prior authorization numbers when needed.

Gather information for accurate documentation of calls and enter into proper database.

Verify and update necessary information at the point of scheduling.

Maintain or exceed department service level and quality goals.

Schedule new and return appointments in the Epic System following scheduling practices.

Create itineraries for patients to ensure the experience is organized and efficient.

Ensure all interactions with patients, healthcare partners, and co-workers are driven by the commitment to putting patients first and providing access/removing barriers to access for patients to the UW Medicine Health System.

Remain open and apply feedback to improve processes and standards across the organization.

Demonstrate in-depth knowledge of UW Medicine’s mission, vision, and service offerings.

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, coworkers, 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.

REQUIRED QUALIFICATIONS

High school graduation, or equivalent AND

AND Three (3) years of general office experience OR two (2) years of office or customer service experience in a healthcare setting

OR Equivalent education/experience ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCARE

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. (https://www.uwmedicine.org/about/career-opportunities) Join our mission to make life healthier for everyone in our community.University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.