Call Center Representative - Switchboard

The University Of Kansas Hospital Kansas City , KS 66101

Posted 2 months ago

Position Title

Call Center Representative - Switchboard

Position Summary / Career Interest:

The Call Center Representative assists with operations of the physician, patient and switchboard call centers for the University of Kansas Health System. Call Center Representatives provide assistance to all internal and external staff and patient populations. They provide efficient and professional service to all physician and patient inquiries, paging, appointment and answering service requests.

Position Description:

  • Assists with operations of the call center for the University of Kansas Health System to establish and enhance market-driven relationships.

  • With the aid of the call center software and scheduling software, provides rapid and professional response to all physician and consumer inquiries and appointment requests; ensures accurate appointment scheduling according to template guidelines; communicates with departments and primary care health centers for accurate and efficient scheduling

  • Locates appropriate physicians/services for callers and facilitates the connection of the two; pages physicians as needed.

  • Collects and inputs demographic information on all new callers and updates demographic information, as appropriate, on all repeat callers.

  • Provides administrative assistance in the maintenance of the call center's software and hardware; performs routine back-up functions for the call center to ensure constant data integrity.

  • Distributes messages and calls appropriately to departments and primary care health centers.

  • Confirms next day appointments and updates computer to reflect confirmation.

  • With the aid of the all software programs (Infinity, Communicator and ONCALL), provides rapid and professional response to all internal and external callers calling into to the medical centers main phone number, Cancer Center, BMT, Orthopedic Department, internal code line, external transfer center code line and priority paging lines.

  • Manages triage of all incoming calls to determine caller needs and manage the callers' expectations with the highest level of customer service and efficiency by utilizing all electronic resources available.

  • Provides answering service function for 100 clinical and administrative departments; verifies the clinical provider profile is correct and manages the answering service dispatch appropriately based on physician profile (call, page, email, etc.).

  • Provides code and personal pager warehouse management and pager programming after hours, weekends and holidays.

  • Locates appropriate physicians/services for callers and facilitates the connection of the two.

  • Performs all medical related code tests on all software systems, ensuring paging hardware and software systems are functioning. Must be able to use all software systems, Infinity, Communicator and back- up paging systems.

  • Operation of overhead paging system: Initiates code pages for emergencies including code blue, code red, rapid response, stroke, emergent ccl, emergent cvor, code pink, severe weather, threat assessment team, disaster, vascular CCL, stat echo, active shooter, lockdown; initiates non-disaster group pages (leadership, nursing, etc) through our various software systems; ensures pages went out correctly and completes follow up documentation in software system and emergency log.

  • Ensures documentation is correct in system for all security and medical codes; ensures all code teams required to call back into the switchboard call in timely. If no call back is received, initiates no contact protocols and calls code team member at home and/or on cell in a timely manner; completes follow up documentation in software system and emergency log.

  • Identifies and manages equipment (computer, software, telephone, paging) outages and reports to supervisor on duty and/or manager via phone call or page if no supervisor on duty.

  • Maintains the on call schedules in the web on call system; makes changes to the schedules after hours as needed; documents changes and sends communication to hospital, UKP and university departments as needed.

  • Attends all quarterly operational, computer and customer service training sessions.

  • Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

  • Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

JOB REQUIREMENTS

Required:

  • High School Diploma

  • Minimum 2 years' experience in call center based customer service, health care call center, or Emergency Dispatch Call Center

  • Exceptional communication and phone skills. Ability to handle multiple calls and/or tasks while providing excellent customer service.

  • Experience talking, typing and listening simultaneously.

  • Experience utilizing Call Center Software to answer, transfer, page and email.

Preferred:

  • Associates or Bachelors Degree in communications, business or health care administration.

Time Type:

Full time

Job Requisition ID:

R-262

Need help finding the right job?

We can recommend jobs specifically for you! Create a custom Job Alert by selecting criteria that suit your career interests.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Patient Service Representative Call Center

The University Of Kansas Hospital

Posted 2 months ago

VIEW JOBS 1/21/2021 12:00:00 AM 2021-04-21T00:00 Position Title Patient Service Representative - Call Center Position Summary / Career Interest: The Patient Service Representative is responsible for creating a pleasant and seamless patient experience during all activities primarily related to the front office of an ambulatory clinic including patient registration, copay collection and point of service paperwork. PSR will also be trained in scheduling to provide support as needed. Position Description: * Responsible for registration of patient prior to visit and/or upon arrival, including entering demographics, insurance verification, scanning and document preparation, updating documentation and processing of referrals. * Scheduling of activities, including patient appointments, Telehealth visits, surgeries, procedures and/or ancillary services using extensive knowledge of appointment types, locations, providers and specialties. * Collecting copays and point of service paperwork. * Provides patient support for the MyChart EMR System. * Explains facility policies and ensures patient and/or relative understands and signs the consent and insurance forms at the appropriate time. Clear and accurate documentation should be entered on the appropriate forms and keyed into the computer system. * Complies with Medicare/Medicaid and other insurance rules and regulations. Completes MSPQ as required for admission. * Responsible for check in/out and phone reception as needed. * Provides physician to physician consultation services to community referring clinicians and non-health system clinicians. * Will float to centralized scheduling environment or other practices with critical staffing levels as needed and delegated by management. * Will provide phone and web-based support for Marketing SEM campaigns, event registration, Partners In Care members as directed by management. * Responsible for other duties or projects as assigned by management. JOB REQUIREMENTS Required: * High School Diploma or equivalent. * Read and write English * Understand and speak English, ability to communicate clearly * Basic computer skills including Microsoft Excel, Word, Adobe and Office. * Customer service skills. * Ability to work well with others, maintain confidentiality and use good judgement * Preferred: * Clerical, registration and/or customer service experience within a health care setting. Time Type: Full time Job Requisition ID: R-252 Need help finding the right job? We can recommend jobs specifically for you! Create a custom Job Alert by selecting criteria that suit your career interests. The University Of Kansas Hospital Kansas City KS

Call Center Representative - Switchboard

The University Of Kansas Hospital