Contact Center Representative 2
UW CODE AND REPRESENTATIVE GROUP
18098 Contact Center Representative 2 (SEIU Local 925 Contact Center)
CLASS SERIES CONCEPT
Coordinate and provide patient support services such as patient registration, scheduling appointments, referral scheduling and coordination, and insurance verification at the UW Medicine Contact Center.
DISTINGUISHING CHARACTERISTICS
Under general supervision, conducts outbound communication, both verbal and written, with UW Medicine patients, UW Medicine staff, and other members of the public by telephone, electronic mail, and through the patient portal web application to provide appointment scheduling assistance to patients or their care providers. Provides patient support services in accordance with pre-existing, highly detailed, standard operating procedures. May make routine edits or updates to existing standard operating procedures.
TYPICAL WORK
Provides appointment scheduling assistance to UW Medicine patients, UW Medicine staff, and other members of the public by telephone, through the patient portal web application, or other electronic communication method, such as electronic mail, short message service (i.e. text messaging), live support software (i.e. live chat), etc.;
Schedules new and return appointments in the Electronic Health Record system following scheduling guidelines;
Provides complete registration and scheduling services for outpatient/clinic services as per registration standards and clinic protocol;
Adheres to contact center processes and workflow; May occasionally make routine edits or updates to existing standard operating procedures, such as updating addresses, phone numbers, or contact information of clinics served by the UW Medicine Contact Center; May periodically make modifications to established procedures to address time-sensitive changes in clinic scheduling needs.
Demonstrates in-depth knowledge of UW Medicine’s mission, vision and service offerings;
Identifies, researches and resolves patient questions and inquiries regarding the patient portal. Acts as first level technical response to items such as re-setting passwords, log-in issues, appointment confirmation, information in medical record that appears to be incorrect, etc.;
Routes calls to clinics, answering service, and/or others as appropriate. Takes 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;
Gathers information for accurate documentation of calls and enters into proper database. Verifies and updates necessary information at the point of scheduling;
Completes and enters the Medicare as Secondary Payer online form accurately for all Medicare accounts, and initiates the Advanced Beneficiary Notice as appropriate;
Enters referrals and prior authorizations into the Electronic Health Record system. Coordinates referral management with clinic staff and providers to ensure optimal access to specialty care;
Coordinates with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment;
Coordinates obtaining interpreters for patients;
De-escalates conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires supervisor assistance;
May perform the work of CCR1, as needed.
MINIMUM QUALIFICATIONS – UW Contract Classified
High school graduation, or equivalent
AND
Two (2) years of general office experience
OR
One (1) year of in-bound customer service experience.
CLASS SPECIFICATION HISTORY
New Class : November 25, 2013;
Class adopted for UW contract classified staff per PERC decision to add this title to SEIU 925 Contact Center bargaining unit, effective November 25, 2013 (Case #23546-E-10-3593). Incorporates the work of UW classified non-union job code 6077, Patient Services Representative/Washington State Job Code 284E.