CONTACT CENTER REPRESENTATIVE 2 (FIXED DURATION APPOINTMENT)
University of Washington
Location: Seattle, Washington
Type: Full Time
Internal Number: 196731
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 a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children’s. 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 currently has an outstanding opportunity for a Contact Center Representative 2. This is a 6-12 month Fixed Duration appointment.
The Contact Center Representative 2 (CCR 2) is the first point of contact for new and returning patient inbound and outbound calls within the UW Medicine health system. The CCR 2 will answer patient questions, direct patients within the UW Medicine system, respond to scheduling and messaging needs, and provide a consistent customer experience that represents the UW Medicine brand. Under general supervision, conducts outbound communication, both verbal and written, with UW Medicine patients, UW Medicine staff, and other members of the public by telephone, electronic mail, and through the patient portal web application to provide appointment scheduling assistance to patients or their care providers. Provides patient support services in accordance with pre-existing, highly detailed, standard operating procedures. May make routine edits or updates to existing standard workflow documents.
Provides superior customer service to patients, families, general public, and co-workers by consistently demonstrating UW Medicine Service Standards.
Schedules new and return appointments in our electronic systems following scheduling guidelines.
Provides complete registration and scheduling services for outpatient/clinic services as per registration standards and clinic protocol.
Routes calls to appropriate clinics, answering service, and/or others as appropriate. Takes accurate and complete messages for clinic providers, staff and management.
Serves 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.
Resolves patient requests in one call/contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion.
Gathers information for accurate documentation of calls and enters into proper database. Verifies and update necessary information at the point of scheduling.
Coordinates incoming referrals to ensure all referrals are entered into the referral module in the Epic System including prior authorization numbers when needed.
Coordinates referral management with clinic staff and providers to ensure optimal access to specialty care.
Coordinates with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment.
Completes and enters the Medicare as Secondary Payer online form accurately for all Medicare accounts, and initiates the Advanced Beneficiary Notice as appropriate.
Coordinates with Interpreter Services as indicated.
Identifies researches and resolves patient questions and inquiries regarding the patient portal. Acts as first level technical response to questions such as password re-set, log-in issues, appointment confirmation, information in medical record looks incorrect, etc.
Demonstrates in depth knowledge of UW Medicine’s mission, vision and service offerings.
Adheres to contact center processes and workflow with an attention to continuous quality improvement.
Recognizes when customers are frustrated or may require education or instruction beyond the issue presented. De-escalates conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance.
Meets or exceeds contact center performance standards and measures with a focus on quality, accuracy and timeliness. Reaches and maintains incremental productivity levels within predetermined time frames (i.e. six, nine and twelve months). Achieves and maintains a minimum call per hour productivity standard.
Complies 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.
Observes principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients, coworkers and health care professionals.
Demonstrates professional demeanor in appearance and behavior in all work-related interactions.
Participates and completes the required training program including annual Safety training and all required HIPAA and Compliance training.
Participates in ongoing technical, customer service, and other training to continually improve skills and stay current with changes in operations.
Provides patient support services in accordance with pre-existing, highly detailed standard operating procedures.
May occasionally make routine edits or updates to existing standard operating procedures, such as updating addresses, phone numbers, or contact information of clinics served by the UW Medicine Contact Center
Identifies, researches and resolves patient questions and inquiries regarding the patient portal. Acts as first level technical response to items such as re-setting passwords, log-in issues, appointment confirmation, information in medical record that appears to be incorrect, etc.
MINIMUM REQUIREMENTS: High school graduation, or equivalent AND Two (2) years of general office experience OR One (1) year of in-bound customer service experience.
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.