NI-Representative, Call Center Customer Svc

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

10/4/2021

Entity:

Illinois

Job Code:

NI-4344CL

Job Title:

NI-Representative, Call Center Customer Svc

FLSA Exemption Status:

Non-Exempt

JOB SUMMARY

The Call Center Customer Service Representative is responsible for supporting SwedishAmerican Medical Group patient operations spanning 11 patient clinics and over 90 patient providers and resources. The scope of this position entails in-depth knowledge and usage of the patient electronic medical record. The associate accurately schedules patient appointments while continually assisting with maintenance of patient demographics.  Paramount in this role is efficient, timely and accurate recording of all patient telephone encounters, from initial contact to resolution.

Imperative to this role is the dedication and enthusiasm the employed must have each and every day, following all SwedishAmerican guidelines and protocols, from integrity, compassion and accountability, to respect and continued striving for excellence.  This position has a direct effect on two Press Ganey metrics; ease of scheduling a patient appointment and ease of reaching the clinic on the phone.

ESSENTIAL DUTIES

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Schedule patient appointments accurately, following established scheduling guidelines determining appropriate type of visit and length of time necessary for the visit.

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Following established system protocols, answer multiple department phone lines, document into the patients’ medical record and avoid using non-approved abbreviations.

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Ensure that all patient demographic information is obtained and entered into the system accurately.

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Complete Epic daily work lists as assigned.

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Identify, research and resolve patient issues in a caring, professional manner.

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Ability to effectively handle difficult patients and their medical issues.

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Imperative is the ability to document in the patient electronic record detailed communication with correct spelling and appropriate grammar.

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Interpret patient reported information and determine if the information presented necessitates implementing urgent call protocols.

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Continuous skillful navigation of 300+ page electronic handbook – familiarizing to the extent of locating necessary information quickly.

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When scheduling appointments, determine appropriate type of visit and length of time necessary for the visit.

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned.  ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

X

Non-Clinical

JOB REQUIREMENTS

1 year

Experience in a call center environment; medical clinic or hospitality.

Preferred

Previous receptionist or customer service experience.

Preferred

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. 

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Minimum 35 words per minute typing.

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Customer service skills must include a clear, courteous and pleasant communication with an easy-to-understand voice paying close attention to proper pronunciation.

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Must have a patient, can-do attitude in all exchanges.

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Impromptu critical thinking and problem-solving skills with great organization and attention to detail.

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Ability to determine and act upon all situations meeting urgent policy and protocol.

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Must have ability to expertly and consistently follow detailed instructions.

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Achieve and maintain handling the expected amount of calls each day.

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Must enjoy helping patients and their families.

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Ability to multitask and use several computer programs at once while dealing with patients on the phone.

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Must have high energy and project a professional company image through phone interaction.

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Maintain confidentiality of protected health information.

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Ability to work independently with minimal supervision.

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Medical terminology knowledge preferred.

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Bilingual (English/Spanish) preferred.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

Standing

X

Walking

X

Climbing

X

Bending

X

Crouching

X

Pushing / Pulling

X

Carry

X

Fine Hand / Eye Coordination

X

Color Discrimination

X

Hearing Ability

X

Lifting / Lowering 1 -15 lbs.

X

15 - 30 lbs.

X

30 - 50 lbs.

X

Over 50 lbs.

UW Health does not require nor does it expect that its employees lift more than 50 lbs unassisted.  Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift.  Employees in patient care areas are expected to utilize mechanical lifts and adhere to the “Use of Mechanical Lifts (Liko)” policy in the Patient Services Policy and Procedure Manual.

Concentration on Detail

X

Attention Span of 1 + Hours on a Task

X

Ability to Remember Multiple Tasks

X

Oral Communication

X

Written Communication

X

Exposure to Blood and Body Fluids

X

Exposure to Toxins, Cytotoxins, Poisons

X

Exposure to Extreme Heat, Cold, Temp Fluctuations

X

Exposure to Hazardous Chemicals

X

Exposure to Radiation

X

Other - Occasional evening or weekend work

X

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.