UNIVERSITY OF WASHINGTON
Specification for Class
CONTACT CENTER REPRESENTATIVE 1
UW CODE AND REPRESENTATIVE GROUP
8097 Contact Center Representative 1 (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 direct supervision and through the structure provided by call center software, answers a high volume of inbound telephone calls from patients of UW Medicine, handles patient appointment scheduling, pre-registration, verification of insurance eligibility, and researches patient inquiries. Provides patient support services in accordance with pre-existing, highly detailed, standard operating procedures and adhering to standardized metrics regarding call quality and accuracy of information provided.
TYPICAL WORK
Handles a high volume of inbound calls in a fast-paced contact center working environment;
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;
Demonstrates in-depth knowledge of UW Medicine's mission, vision and service offerings;
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;
Coordinates obtaining interpreters for patients;
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.;
May perform outbound calls to patients when special business needs arise, such as, but not limited to, automated return calls to patients on virtual hold, notifications of clinic closures, insurance verification follow-up, etc;
De-escalates conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires supervisor assistance;
Performs related duties as required.
MINIMUM QUALIFICATIONS - UW Contract Classified
High school graduation, or equivalent
AND
One (1) year of general office experience
OR
Experience in customer service, telephone sales or problem resolution
OR
Equivalent education/experience.
CLASS SPECIFICATION HISTORY
New Class Title: November 25, 2013; Class adopted for UW contract classified staff per PERC decision to add this title, to SEIU Local 925 Contract 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.