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OAM Call Center Associate - Internal Medicine - Southlake Campus

Overland Park, Kansas

Job ID: R-30563

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Overview

Our nurses are leaders and decision makers, working closely with physicians to provide the best care and most advanced treatments. On our team, you’ll work in an environment of respect and professionalism, and you’ll have the support to advance your nursing career in the direction you choose. Find out more about the wide variety of opportunities for nurses at The University of Kansas Health System.

Responsibilities

Job Summary

Job ID: R-30563 Job Type: Full time Location: Overland Park, Kansas
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. These staff work 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 demonstrating consistent competency with job duties. Candidates for this position should have prior healthcare and/or call center experience.

Responsibilities:

·Respondstoahigh-volumeofincoming telephone calls

·Assistspatientsinregisteringand canceling appointments

·Accuratelydocumentsandroutescallsto the proper department

·Identifiesurgentcustomerneedsor operational issues, and escalate appropriately

·Efficientlynavigatesmedicalrecordsand ensurepatientinformationisup-to-date and accurately entered in the correct location

·Followsallregulatoryandcompliance standards

·Delivershigh-levelofcustomerservice

·Followsdocumentedprotocolsand guidelines

·Uses reference documents and online knowledgebasetoolstoclearlyarticulate accurate information regarding SHC services

·Usesfunctionalityofthetelephone system as required

·Respondstooutgoingtelephonecalls and faxed referrals.

·Communicateswiththecareteamand supportstaffonvariouspatientissues.

·Obtainsandupdatesinsurance information.

·Educatespatientsonprovidingmedical records and other medical documentation needed for TUKHS appointments

·Deliversexpertknowledgeregarding clinic-specificprocesses.

·Assigned to work Appointment Request WQ – including proper filtering and prioritization in accordance with specialty standards.

·Manages departments Scheduling Inbasket and voicemails.

·Artera Messages - PLACEHOLDER

·Demonstrates scheduling proficiency so new OAM Scheduling Agents may shadow Scheduling Associates as part of training curriculum.



JOB REQUIREMENTS

Required:

  • High School Diploma/GED
  • One (1) year direct customer service in health care setting or contact center environment

Proficiency of Level I skills, plus:

  • 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.

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Quote

The main reason I love coming to work is because of the amazing team. We promote a nursing culture that encourages kindness and teamwork, and I absolutely love that about our hospital. – Riley Ferree, RN

Benefits

  • Healthcare

    Our robust medical, dental and vision package allows you to choose options that are best for your family. We offer life, disability, and accident insurance plus voluntary offerings such as critical illness insurance and identity theft protection.

  • Giving back

    In addition to the quality healthcare we provide, we have opportunities to serve externally in our community in activities throughout the year.

  • Team-based culture

    At the health system, we are a team. If you are highly skilled and motivated but don’t want to work in an “everyone for themselves” culture like many academic institutions have, this is your place.

  • Support and Resources

    We have a comprehensive wellness program with resources to support your physical, mental, and emotional health. Our new Employee Assistance Program (EAP) includes free counseling sessions and legal advice options.

  • Tuition Reimbursement

    We offer tuition reimbursement for formal education credits.

  • 401(a)

    We offer a retirement savings plan with an employer contribute.

Success Profile

What makes a successful Nurse at The University of Kansas Health System? Review the traits we’re looking for and see if you have the right combination.

  • Compassionate
  • Acccountable to Team
  • Takes Initiative
  • Possesses Integrity
  • Patient-Focused
  • Desire to Grow & Develop

Our Culture

  • Work with a team that supports you, in a place where you will feel you belong and will make a difference. We empower staff to put the patient first in all things – even beyond clinical care. We value people.
  • Driven to serve: Every employee makes an impact, regardless of your role – no matter if you’re in scheduling, facilities or clinical staff. We know that each step of the process ultimately impacts the patient.
  • Our leadership is approachable, open-minded, and adaptable to challenges in healthcare.
  • We demonstrate values proudly and consistently. Values such as diversity and inclusion are important to our staff; there is a desire to see this reflected by the health system internally and externally.
  • Even though we are a large organization, our employees feel the health system’s resources, culture and commitment to quality allow them to provide exceptional care for patients.
  • Our health system welcomes patients and cases that other hospitals cannot. This represents our commitment to care and our passion to challenge ourselves and be the best.
  • We are a true healthcare leader in the region, rooted in experience and excellence.
  • We offer unique opportunities for professional development, as well as convenient pathways for onsite continuing education among healthcare professionals and staff – from GED to CEUs.
  • We make a difference in our communities by improving the health and lives of our patients.
  • We also support our communities through Health System Employees Reaching Out events.

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  • Administrative/Business Operations, Overland Park, Kansas, United StatesRemove