About the Role
Title: PATIENT ACCESS REPRESENTATIVE CALL CENTER (REMOTE/DOWNTOWN SEATTLE)
Location: WA-Seattle
Req #:237515
Department:UW MEDICINE CONTACT CENTER
Job Location:Remote/Hybrid, Seattle – Downtown
Job Location Detail:REMOTE/DOWNTOWN SEATTLE
Posting Date:08/01/2024
Closing Info:Open Until Filled
Salary:$3,861 – $5,521 per month
Other Compensation:
Union Position:Yes
Shift:First Shift
Job Description:
Benefits:Contact Center hours of operation are 6:45 AM to 7:15 PM, Monday through Friday, 7:45 AM – 4:45 PM, Saturdays and closed Sundays.
The Contact Center offers a work-from-home program available to those who successfully complete the virtual training program along with meeting performance metrics and expectations.
As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
Do you want a career where you can make a real impact on people’s lives? Do you have a passion for helping others in times of need? Would you like to work from the comforts of your own home? Would like to enhance your medical field knowledge and/or skills with exposure to multiple clinics and providers? If you answered yes to any of these questions, then the UW Medicine Patient Access Representative role is for YOU!
The Patient Access Representative (Contact Center Representative 1 (CCR1)) is the first point of contact to assist patients and their families in scheduling new and returning patient ambulatory appointments across the UW Medicine Health System. The CCR1 will answer patient questions, help navigate the UW Medicine Health System, respond to scheduling and messaging needs, and provide a consistent patient care experience that represents the UW Medicine brand. The CCR1 will research and assist in patient inquiries with a high degree of diplomacy and problem-solving acumen. This position is a remote position but under special circumstances it may require an occasional expectation of coming into the office located in downtown Seattle.
Major Responsibilities:
• Deliver Best-in-Class patient care to each and every caller.
• Handle a high volume of calls in an inbound, fast-paced contact center.
• Demonstrate the UW Medicine Policy for Professional Conduct in every interaction.
• Schedule appointments in Epic, our medical record system, following scheduling guidelines.
• Ensure patient records are up-to-date and accurate through adherence to UW Medicine Registration Standards
• Route calls to appropriate clinics, patient support services, and/or University of Washington entities as needed
• Take accurate and complete messages for clinic providers, staff and management.
• Serve 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.
• Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion.
• Coordinate incoming referrals to ensure all referrals are entered into the referral module in the Epic System, including prior numbers when needed.
• Coordinate referral management with clinic staff and providers to ensure optimal access to specialty care.
• Coordinate with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment.
• Coordinate with Interpreter Services as needed.
• Identify, research, and resolve patient questions and inquiries regarding the patient portal. Act as first-level technical response to questions such as password reset, log-in issues, appointment confirmation, information in medical record looks incorrect, etc.
• Demonstrate in-depth knowledge of UW Medicine’s mission, vision, and service offerings.
• Adhere to contact center processes and workflow with an attention to continuous quality improvement.
• Recognize when customers are frustrated or may require education or instruction beyond the issue presented. De-escalate conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance.
• Meet or exceed contact center performance standards and measure with a focus on quality, accuracy, and timeliness.
• 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, co-workers 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.