Call Center Customer Service Representative - Swedish American
Rockford, IL 61101
About the Job
Pay Range: $16.45 - $22.21 / hour
Additional components of compensation may include:
- Evening & night shift differential
- Overtime
- On-call pay
Benefits information: https://careers.uwhealth.org/benefits/
At UW Health in northern Illinois, you will have:
• Competitive pay and comprehensive benefits package including: PTO, Medical, Dental, Vision, retirement, short and long-term disability, paternity leave, adoption assistance, tuition assistance
• Annual wellness reimbursement
• Opportunity for on-site day care through UW Health Kids
• Tuition reimbursement for career advancement--ask about our fully funded programs!
• Abundant career growth opportunities to nurture professional development
• Strong shared governance structure
• Commitment to employee voice
POSITION SUMMARY:
As a front-line representative in a fast paced environment this position is responsible for supporting the Physical Medicine and Rehabilitation Departments patient operations spanning 8 outpatient therapy clinics spanning pediatrics, adult therapies, and cardiopulmonary rehabilitation. The scope of this position entails in-depth knowledge and usage of the patient electronic medical record. The associate accurately schedules patient appointments. Paramount in this role is efficient, timely and accurate recording of all patient telephone encounters, from initial contact to resolution.
Imperative to this role is the dedication and enthusiasm the employed must have each and every day, following all UW Health & UWNI guidelines and protocols, from integrity, compassion and accountability, to respect and continued striving for excellence. This position has a direct effect on metrics pertaining to ease of scheduling a patient appointment and ease of reaching the clinic on the phone.
EDUCATION/TRAINING:
Minimum:
N/A
Preferred:
N/A
LICENSURE/CERTIFICATION:
Minimum:
N/A
Preferred:
N/A
EXPERIENCE:
Minimum:
1 year experience in a call center environment.
Preferred:
Previous receptionist or customer service experience.
Medical clinic or hospitality experience.
REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:
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Bilingual (English/Spanish) preferred.
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Medical terminology knowledge.
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Minimum 35 words per minute typing.
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Customer service skills must include a clear, courteous and pleasant communication with an easy-to-understand voice paying close attention to proper pronunciation.
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Must have a patient, can-do attitude in all exchanges.
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Impromptu critical thinking and problem-solving skills with great organization and attention to detail.
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Ability to determine and act upon all situations meeting urgent policy and protocol.
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Must have ability to expertly and consistently follow detailed instructions.
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Achieve and maintain handling the expected amount of calls each day.
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Must enjoy helping patients and their families.
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Ability to multitask and use several computer programs at once while dealing with patients on the phone.
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Must have high energy and project a professional company image through phone interaction.
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Maintain confidentiality of protected health information.
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Ability to work independently with minimal supervision.
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Ability to work as a team with other Business Office representatives.
MAJOR RESPONSIBILITIES:
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Schedule patient appointments accurately, following established scheduling guidelines determining appropriate type of visit and length of time necessary for the visit.
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Following established system protocols, answer multiple department phone lines, document into the patients’ medical record and avoid using non-approved abbreviations.
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Ensure that all patient demographic information is obtained and entered into the system accurately.
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Complete Epic daily work queues as assigned.
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Identify, research and resolve patient issues in a caring, professional manner.
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Ability to effectively handle difficult patients and their medical issues.
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Imperative is the ability to document in the patient electronic record detailed communication with correct spelling and appropriate grammar.
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Interpret patient reported information and determine if the information presented necessitates implementing urgent call protocols.
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Work as a team with the PMR Business Office staff; including front line medical receptionists and authorization/scheduling team members.
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Participate in annual skills training and ongoing process improvement initiatives to enhance communication, teamwork and efficiencies.
Our Commitment to Diversity, Equity, and Inclusion
UW Health is committed to being a diverse, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer. Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged. EOE, including disability/veterans.
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