Call Center Representative III

Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients on behalf of the physicians and medical providers. Collects, assesses, submits, processes and updates sensitive and confidential information. Resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols. Contributes to the execution of new protocols and procedures within the call center. Provides guidance on the most complex calls and issues. Acts as a subject matter expert for others on the team. Monitors and audits customer interactions for quality and accuracy.

Responsibilities

Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients on behalf of the physicians and medical providers; Collects, assesses, submits, processes and updates sensitive and confidential information; Resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols; Contributes to the execution of new protocols and procedures within the call center; Provides guidance on the most complex calls and issues; Acts as a subject matter expert for others on the team; Monitors and audits customer interactions for quality and accuracy; Proficiently performs the job duties of a Call Center Rep while additionally demonstrating advanced competencies; Handles complex calls and precepts new employees as needed; Participates, researches, and contributes to the execution of new protocols and procedures; Performs quality audits on customer interactions; Answers and provides guidance to complex patient inquiries using expert knowledge to respond to individual patient needs, while adhering to specific protocols for University Medical Center departments and affiliate organizations; Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations; Researches, resolves, and documents non-routine paging issues which impact or delay patient care; Resolves inquiries efficiently and escalates appropriately to ensure all calls are resolved/documented; Anticipates, prioritizes, and maintains a balance between inbound and outbound activity, as well as other clerical and/or administrative activities; Independently initiates outbound communications following prescribed protocol and standard operating procedures to achieve and maintain optimal patient access targets and organizational goals/standards; Monitors appointment schedules, systems, and resources; Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reduce cost, and reduce waste; Alerts leads and supervisors to issues impacting contact center performance in a timely manner; Keeps abreast of regulations and compliance requirements and applies best practices; Understands and avoids issues downstream related to scheduling, initial registration, and billing; Attends and contributes to meetings and participates in training sessions

Requirements

High School diploma or equivalent and 2 years of call center experience required; Or equivalent combination of education and experience; Demonstrated job related knowledge, proficiency and performance required