Patient Contact Center Representative - Full Time - Days (5756)

Location: Leprino Building
Job Code: 5756
# of Openings: 1


Your compassion and enthusiasm knows no boundaries.

Do you have a need to help others? Do you want to make a difference? Do you love being at the center of it all? Then do we have an opportunity for you. An opportunity where your upbeat personality and positive, personable phone demeanor will be a terrific asset to our Patient Contact Center.

Recognized as one of the top 25 Best Hospitals to Work for in the U.S. by Health Exec News, the University of Colorado Hospital (UCH) is a 3-time Magnet hospital. In 2011 and again in 2012, UCH was honored as the #1 academic hospital in the U.S. by the University HealthSystem Consortium. On a local level, The U.S. News Best Hospitals report ranks UCH as the best hospital in Colorado. UCH recently joined with Poudre Valley Hospital, Medical Center of the Rockies and Memorial Hospital to form University of Colorado Health.

Position Description: The UCH Patient Contact Center is a fast paced environment where customer service, patient care and accuracy are the highest priorities at all times. The Patient Contact Center Representative is the first point of contact for new and returning patient inbound calls; responsible for scheduling and messaging needs, and providing a consistent customer experience that represents UCH.  The Patient Contact Center Representative will handle patient appointment scheduling, pre-registration, and research patient inquires with a high degree of diplomacy and a problem-solving acumen.

Major Responsibilities:

  • Handles a high volume of calls in an inbound, fast-paced call center.
  • Provides superior customer service to patients, families, general public, and co-workers by consistently demonstrating UCH Service Standards.
  • Schedules new and return appointments in our electronic systems following scheduling guidelines.
  • Provides complete registration and scheduling services for outpatient/clinic services as per registration standards and clinic protocol.
  • Route calls to appropriate clinics, and/or as appropriate. Takes accurate and complete messages for clinic providers, staff and management.
  • Serves as a liaison between customers and clinics to ensure timely, appropriate transfer of information and response to inquiries.
  • Is a knowledgeable resource to patients/customers, striving to build patient/customer loyalty and confidence.
  • Resolves patient request in on call/contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion.
  • Gathers information for accurate documentation of calls and enters into proper database. Verifies and updates necessary information at the point of scheduling.
  • Coordinates referral management with clinical staff and providers to ensure optimal access to specialty care.
  • Coordinates with interpreter Services as indicated.
  • Demonstrates in depth knowledge of UCH’s mission, vision and service offerings.
  • Adheres to Contact Center processes and workflow with an attention to continuous quality improvement.
  • Recognizes when customers are frustrated or may require education or instruction beyond the issue presented. De-escalates conflict situations with minimal supervisory assistance but recognizes when a situation is beyond individual training/expertise and requires assistance.
  • Meets and exceeds Contact Center standards and measures with focus on quality, accuracy, and timeliness. Achieves and maintains a minimum call per day productivity standard.
  • Complies with UCH risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as professionals.
  • Demonstrates professional demeanor in appearance and behavior in all work related interactions.
  • Participates and completes the required training program including annual safety training and all required HIPAA and Compliance training.
  • Participates in ongoing technical, customer service, and other training to continually improve skills and stay accurate with changes in operations.

Required Skills:

  • Demonstrated computer experience, preferably in a Windows-based environment.
  • Excellent telephone and written communication skills as well as listening skills and ability to demonstrate tact and patience with callers.
  • High attention to detail.
  • Ability to multi-task and work with minimal supervision in a fast-paced environment.
  • Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision.
  • High level of skill in entering data into the computer while talking with callers.
  • Maintains highest standards of confidentiality. Display professional ethnical conduct.
  • Must be able to work alongside colleagues and be a team member.
  • Demonstrate a process improvement mindset ad self-driven approach with can-do attitude toward both internal and external customers.
  • Knowledge of medical terminology preferred.

Minimum Requirements:

  • A minimum of 1-2 years of experience in a position of customer service, telephone sales or problem resolution, preferably in a medical environment.
  • Experience interacting and communicating with diverse population, using sensitivity, tact and discretion.
  • A high school diploma or GED

Desired Skills:

  • Bilingual/Multilingual capability strongly preferred 

There are many important advantages to becoming part of UCH, including our continuing growth and financial stability. This means that going forward, we can provide everything you need to succeed and thrive. Here are some of the excellent compensation and benefit programs we offer:

  • Medical/Dental/Vision/Disability insurance
  • Health care spending account
  • Tuition Reimbursement Program
  • Continuing Education and Professional Membership Program
  • Life Insurance for employee and dependents
  • 403(b) Retirement Savings Plan                                                                      

Imagine how our workplace can redefine your work. Apply now!


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