Call Center Associate - Primary Care
The University of Kansas Health System - Lenexa, KS
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Call Center Associate - Primary CareApply locations: Lenexa, KSPosted on: Posted 17 Days AgoJob Requisition ID: R-36223Position TitleCall Center Associate - Primary Care Southlake CampusPosition Summary / Career Interest:The OAM (Office of Access Management) Call Center Associate assists patients with scheduling appointments and insurance registration with The University of Kansas Health System's outpatient clinics.The staff works onsite in a call-center environment answering incoming patient calls as well as contacting patients who have received a specialty referral.The OAM Call Center Associate provides the highest level of customer service through friendly and compassionate patient interaction and scheduling appointments correctly. The OAM Call Center Associate successfully manages more complex scheduling needs and may serve as a preceptor for new staff. In addition to scheduling, the staff may review patient self-scheduled appointments for accuracy and create patient communication campaigns. The OAM Call Center Associate works out of the OAM Call Center location and may have the opportunity to work remotely at home after several months of training and demonstrating consistent competency with job duties. Candidates for this position should expect to work onsite for at least the first six months. Candidates should have prior healthcare and/or call center experience.Responsibilities and Essential Job FunctionsResponds to a high-volume of incoming telephone callsAssists patients in registering and canceling appointmentsAccurately documents and routes calls to the proper departmentIdentifies urgent customer needs or operational issues, and escalates appropriatelyEfficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct locationFollows all regulatory and compliance standardsDelivers high-level of customer serviceFollows documented protocols and guidelinesUses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC servicesUses functionality of the telephone system as requiredResponds to outgoing telephone calls and faxed referralsCommunicates with the care team and support staff on various patient issuesObtains and updates insurance informationEducates patients on providing medical records and other medical documentation needed for TUKHS appointmentsDelivers expert knowledge regarding clinic-specific processesAssigned to work Appointment Request WQ - including proper filtering and prioritization in accordance with specialty standardsManages departments Scheduling Inbasket and voicemailsDemonstrates scheduling proficiency so new OAM Scheduling Agents may shadow Scheduling Associates as part of training curriculumMust be able to perform the professional, clinical and or technical competencies of the assigned unit or departmentThese statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.Want to apply Read all the information about this position below, then hit the apply button.Required Education and ExperienceHigh School Graduate1 or more years of direct customer service in health care setting or contact center environmentKnowledge RequirementsProficiency of Level I skillsKnowledge of medical terminologyWorking knowledge of EPIC or other patient/customer databaseAbility to apply C-I-CARE to workTime Type:Job Requisition ID:R-36223About The University of Kansas Health SystemAs part of the region's premier academic medical center, The University of Kansas Health System in Kansas City is a world-class healthcare provider and destination for complex care and diagnosis. We are driven by our commitment to service, continuous improvement and to the highest degree of excellence. Collaboration between physicians, nurses, researchers, educators and other professionals who share their expertise leads to exciting discoveries and life-changing treatments for the people we serve.#J-18808-Ljbffr
Created: 2024-10-20