PATIENT ACCESS REPRESENTATIVE CALL CENTER

4 weeks ago

Seattle WA USA, United States University of Washington Full time
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.

Competitive candidates will possess the following skills:

Have a stellar track record with respect to time and attendance as this is essential in thoroughly learning the CCR1 role, being a great teammate and delivering the care and attention our patients and families deserve.

* Ability to keyboard a minimum of 35 wpm with 90% accuracy.
* Demonstrated computer experience, preferably in a Windows-based environment.
* Excellent telephone and written communication skills, as well as, listening skills and ability to demonstrate tact and patience with callers.
* Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line and make sound decisions with limited supervision.
* Ability to multi-task and work with minimal supervision in a fast-paced environment.
* High level of skill in entering data into computer while talking with callers.
* Ability to maintain the highest standards of confidentiality and display professional ethical conduct. • Demonstrate a process-improvement mindset and self-driven approach with a can-do attitude toward both internal and external customers.
* Exceptional relationship-building skills
* Must be very proficient in computer navigation, multi-tasking and working with several software programs at the same time

REQUIREMENTS:

High school graduation, or equivalent AND one (1) year of general office experience OR experience in customer service, telephone sales or problem resolution OR equivalent education/experience. Candidates must reside within the state of Washington at time of hire. Out of State applicants may apply but relocation will be required.

Prior call center/healthcare experience is strongly desired.

Work From Home Requirements: The four-week onboarding/training program will occur remotely. If eligibility and performance requirements are met, the Patient Access Representative will be approved to continue working remotely. After completion of training, the Patient Access Representative may be required to work in office twice a year or as needed.

The UW is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoy outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.

Recruitment for CCR1 positions is ongoing. This requisition serves as a candidate bank that is used to fill multiple openings.

  • Call Center Representative

    3 days ago

    Seattle, United States Luxury Bath Technologies Full time

    Job DescriptionJob DescriptionCall Center RepresentativeLuxury Bath is one of the fastest growing brands in the acrylic bath remodeling industry. We are looking for quality people to join our winning team. Our goal is simple, to beautify bathrooms across North America by manufacturing and installing attractive, durable and maintenance-free bath remodeling...

  • Call Center Representative

    3 days ago

    Seattle, United States Luxury Bath Technologies Full time

    Job DescriptionJob DescriptionCall Center RepresentativeLuxury Bath is one of the fastest growing brands in the acrylic bath remodeling industry. We are looking for quality people to join our winning team. Our goal is simple, to beautify bathrooms across North America by manufacturing and installing attractive, durable and maintenance-free bath remodeling...

  • Call Center Representative

    4 days ago

    Seattle, United States VERITY CREDIT UNION GROUP Full time

    Job DetailsJob Location Headquarters/Hybrid - Seattle, WA Remote Type Hybrid Position Type Full-Time Job Shift Day Job Category Customer Service Description Verity is hiring for a Call Center Representative at our Seattle, WA Headquarters location. This is a hybrid position; or has the opportunity to be worked remotely. At Verity, we empower our member's...

  • Representative Patient Access

    22 hours ago

    Seattle, United States Kaiser Permanente Full time

    Job Summary: Perform general patient access and registration duties in EPIC Practice Management, such as, answer telephones, make appointments, process referrals, maintain provider templates and appointment schedules, verify patient demographics and insurance coverage. Perform general patient account management duties, such as, obtain prior authorization...

  • Representative Patient Access

    3 hours ago

    Seattle, United States Kaiser Permanente Full time

    Job Summary: Perform general patient access and registration duties in EPIC Practice Management, such as, answer telephones, make appointments, process referrals, maintain provider templates and appointment schedules, verify patient demographics and insurance coverage. Perform general patient account management duties, such as, obtain prior authorization...

  • Call Center Representative

    1 week ago

    Seattle, United States Marvin Full time

    Call Center Representative ID 2024-3714 Department Retail Position Type Regular Location US-OR-Portland Location Seattle, WA, US Job Overview The Associate Representative is responsible for handling all inbound requests and outbound calls from potential customers interested in Marvin's...

  • Call Center Representative

    6 days ago

    Seattle, United States Marvin Full time

    Call Center Representative ID 2024-3714Department RetailPosition Type RegularLocationUS-OR-PortlandLocation Seattle, WA, USJob Overview The Associate Representative is responsible for handling all inbound requests and outbound calls from potential customers interested in Marvin's Digital Business Venture's product and service offerings with the goal of...

  • Patient Access Specialist

    4 days ago

    Seattle, United States CommonSpirit Health Full time

    Overview: In 2020 united in a fierce commitment to deliver the highest quality care and exceptional patient experience Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300...

  • Patient Access Specialist

    3 days ago

    Seattle, United States CommonSpirit Health Full time

    Overview: In 2020 united in a fierce commitment to deliver the highest quality care and exceptional patient experience Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300...

  • Patient Services Representative

    3 days ago

    Seattle, United States Proliance Surgeons, Inc. Full time

    Job DescriptionJob DescriptionProliance Surgeons is one of the largest surgical practices in the country, with over 450 providers including over 200 board-certified physicians providing treatment at more than 100 care centers in Washington State. At Proliance, our patients come from all walks of life and so do we. We hire, develop and engage great people...

  • Patient Services Representative

    5 days ago

    Seattle, United States Proliance Surgeons Full time

    Proliance Surgeons is one of the largest surgical practices in the country, with over 450 providers including over 200 board-certified physicians providing treatment at more than 100 care centers in Washington State At Proliance, our patients come from all walks of life and so do we. We hire, develop and engage great people from a wide variety of backgrounds...

  • Patient Care Coordinator I

    1 week ago

    Seattle, United States Fred Hutchinson Cancer Research Center Full time

    Triage calls from referring physicians, patients, family members, and others wishing to access care at Fred Hutch. Schedules and coordinates patients' appointments. Collects and enters patient demographic and insurance information and enter into regi Patient Access, Care Coordinator, Patient Care, Patient, Coordinator, Patient Services, Healthcare

  • Patient Access Rep

    2 weeks ago

    Seattle, United States Virginia Mason Franciscan Health Full time

    Overview In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300...

  • Representative Patient Access Float

    4 days ago

    Seattle, United States Kaiser Permanente Full time

    Description: WILL WORK 8 HOURS MON, TUE, WED; AND 6 HOURS THU.Job Summary:Perform general patient access and registration duties in EPIC Practice Management, such as, answer telephones, make appointments, maintain provider templates and appointment schedules, verify patient demographics and insurance coverage. Perform general patient account management...

  • Specialty Patient Access Rep Lead

    1 day ago

    Seattle, United States Common Spirit Full time

    Overview In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300...

  • Patient Access Rep

    2 weeks ago

    Seattle, United States CommonSpirit Health Full time

    Overview: In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly...

  • Specialty Patient Access Rep Lead

    4 days ago

    Seattle, United States Virginia Mason Franciscan Health Full time

    Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or 46122 ). City and state must be separated by a comma followed by a space (e.g., Houston, TX ) Virginia Mason Franciscan Health Specialty Patient Access Rep Lead in Seattle , Washington Overview In 2020, united in a fierce commitment to deliver the highest...

  • Patient Access Rep

    2 weeks ago

    Seattle, United States CommonSpirit Health Full time

    In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of...

  • Specialty Patient Access Rep Lead

    5 days ago

    Seattle, United States Unavailable Full time

    OverviewIn 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300...

  • Vascular Access Nurse

    1 week ago

    Seattle, WA, United States Dynamic Access LLC Full time

    Dynamic Access is seeking highly skilled and dedicated individuals to join our team as Vascular Access RN (PICC Nurses) located in the Seattle, Washington area. This is a full-time position working three 12-hour night shifts Noon to 2am. If you are a Critical Care Nurse with ultrasound experience or a Vascular Access Nurse, please keep reading . . . As a...