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:
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
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
Time Type:
Full time
Job Requisition ID:
R-32842
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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