UNIVERSITY OF WASHINGTON
Specification for Class
CONTACT CENTER REPRESENTATIVE 3
UW CODE AND REPRESENTATIVE GROUP
8099 Contact Center Representative 3 (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.
DISTINGUISHINGÂ CHARACTERISTICS
Under general supervision, independently communicates with patients, UW Medicine staff, and third party care facilities to provide scheduling assistance to patients with complex or time-sensitive appointment needs. Regularly coordinates with inpatient Unit Discharge Facilitators (UDFs) at UW Medicine inpatient care facilities to determine outpatient follow-up care appointment needs. Independently provides patient support services in accordance with standard operating procedures that are established and maintained by the work unit. Works directly with clinic staff to establish new standard operating procedures to address emerging business needs or new service lines.
TYPICAL WORK
Coordinates with inpatient Unit Discharge Facilitator (UDF) for outpatient follow-up appointments. Create custom appointment itineraries to meeting individual patient needs;
Communicates appointment details with outside skilled nursing facilities and/or adult nursing homes;
Serves as a liaison between patients, or outside care facilities, and clinics to ensure timely, appropriate transfer of information and response to inquiries;
Resolves patient requests and manages prolonged or complex issues;
Demonstrates in-depth knowledge of UW Medicine's mission, vision and service offerings;
Obtains financial data from patients and provides financial screening and income verification. Coordinates with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment;
Provides complete registration and scheduling services for outpatient or clinic services per registration and scheduling standards;
Enters referrals and prior authorizations into the Electronic Health Record system;
Gathers information to document calls and enters into proper database. Verify and update necessary information at the point of scheduling;
Schedules discharge appointments in the Electronic Health Record system according to scheduling practices;
Works directly with clinic staff to establish new standard operating procedures to address emerging business needs or new service lines. Edits and maintains existing procedures to ensure alignment with current clinic practice and operational needs;
May perform the work of CCR2, as needed.
MINIMUM QUALIFICATIONS - UW Contract Classified
High school graduation, or equivalent,
AND
Three (3) years of general office experience
OR
Two (2) years of office or customer service experience in a healthcare setting.
CLASS SPECIFICATION HISTORY
New Class: November 25, 2013
Class adopted for UW contract classified staff pre PERC decision to add this title to SEIU 925 Contact Center bargaining unit, effective November 25, 2013 (Case#23546-E-10-3593).