Position 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 Functions

• Responds to a high-volume of incoming telephone calls
• Assists patients in registering and canceling appointments
• Accurately documents and routes calls to the proper department
• Identifies urgent customer needs or operational issues, and escalate appropriately
• Efficiently navigates medical records and ensure patient information is up-to-date and accurately entered in the correct location
• Follows all regulatory and compliance standards
• Delivers high-level of customer service
• Follows documented protocols and guidelines
• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
• Uses functionality of the telephone system as required
• Responds to outgoing telephone calls and faxed referrals.
• Communicates with the care team and support staff on various patient issues.
• Obtains and updates insurance information.
• Educates patients on providing medical records and other medical documentation needed for TUKHS appointments
• Delivers expert knowledge regarding clinic-specific processes.
• Assigned to work Appointment Request WQ – including proper filtering and prioritization in accordance with specialty standards.
• Manages departments Scheduling Inbasket and voicemails.
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• Demonstrates scheduling proficiency so new OAM Scheduling Agents may shadow Scheduling Associates as part of training curriculum."
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These 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.

Required Education and Experience

• High School Graduate
• 1 or more years of direct customer service in health care setting or contact center environment

Knowledge Requirements

• Proficiency of Level I skills
• Knowledge of medical terminology.
• Working knowledge of EPIC or other patient/customer database
• Ability to apply C-I-CARE to work

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.