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.