CONTACT CENTER REPRESENTATIVE 3 (FULL-TIME, DAY SHIFTS)
University of Washington
Location: Seattle, Washington
Type: Full Time
Internal Number: 194621
The mission of University of Washington Medicine 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. UW Medicine owns or operates the following: Harborview Medical Center, Valley Medical Center, UW Medical Center – Montlake, UW Medical Center - Northwest, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance. 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 University of Washington is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. This position provides opportunities to work in a fast-paced, challenging, diverse and rewarding environment. As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
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 UW Medicine Contact Center has an outstanding opportunity for a FULL-TIME CONTACT CENTER REPRESENTATIVE 3 (Day Shifts). The Contact Center Representative 3 (CCR 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 CCR 3 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.
• 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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.