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Patient Communication Representative- Neurology Team

3 months ago

Agoura Hills, California, United States University of California Los Angeles Health Full time

Patient Communication Representatives (PCRs) provide a world class customer service experience to our callers, in addition to an array of analytical services over a multi-channel communication system for our supported practices and/or service areas.

Our Patient Communication Representatives provide many services and utilize state-of-the-art telecommunications and computer information systems and apply CICARE as our guiding principle throughout each encounter.


These services include, but are not limited to:

appointment scheduling, patient information and insurance registrations, physician and patient referrals, patient to physician communication, physician to physician communication, PCR to practice communication, information inquiries, and patient outreach calls.

PCRs will be guided by various systems and algorithms available to them, in order to provide these services in a safe, fast, and efficient manner.

A Patient Communication Representative serves as the initial point of contact for the various practices and services that we support; with the knowledge and ability to guide callers to particular clinic/service based on the information provided during an encounter.

It is expected for our PCRs to maintain a high level of customer service and sense of urgency during a call; as well as demonstrating the following skills:
active listening, proper phone etiquette, proffesional terminology & grammar (verbal and written), and a teamwork spirit.
Patient Communication Representatives are assigned to a team or various teams throughout the day depending on departmental needs.
This is a hybrid flex position that may require you to travel to the following locations:
Irwindale, Agoura Hills and LAX as needed.

Salary Range:
$28.34- $44.50
Qualifications We're seeking an exceptional customer-focused critical thinker with:

  • Flexibility in working various hours and assignments based on operational needs
  • Readily accepts work assignments and changes within UCLA Health in a positive manner
  • Outstanding communication, interpersonal, mulit-tasking and analytical skills
  • The ability work well with minimal supervision in a high-volume environment
  • Skill in working with diverse populations (patient, staff, physicians)
  • Proven ability to remain composed and professionally under difficult situations with a strong team approach
  • PC proficiency with various Windows applications
  • Knowledge of phone systems and technology
  • Skill in recognizing and responding to emergency/high-priority situations
  • Must live in CA or be willing to relocate
  • May be subject to test on qualifying skills
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