The mission of University of Washington Medicine is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals. UW Medicine owns or operates the following: Harborview Medical Center, Valley Medical Center, UW Medical Center – Montlake, UW Medical Center - Northwest, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance. The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times.
The University of Washington is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. This position provides opportunities to work in a fast-paced, challenging, diverse and rewarding environment. As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
The PATIENT ACCESS REPRESENTATIVE - COVID-19 RESPONSE within the UW Medicine Contact Center is the first point of contact for new and returning patient inbound calls into the UW Medicine Health System. The Patient Access Representative (Contact Center Representative 1) will answer patient questions, direct patients within the UW Medicine system, respond to scheduling and messaging needs, and provide a consistent customer experience that represents the UW Medicine brand. The Patient Access Representative will handle patient appointment scheduling, pre-registration, verification of insurance eligibility, and will research patient inquiries with a high degree of diplomacy and problem-solving acumen. This is a fixed duration position, expected to last 6-12 months.
RESPONSIBILITIES: • Handle a high volume of COVID-19 related calls in an inbound, fast-paced contact center. • Provide superior customer service to patients, families, general public, and co-workers by consistently demonstrating UW Medicine Service Standards. • Schedule new and return appointments COVID related patients in our electronic systems following scheduling guidelines. • Provide complete registration and scheduling services for COVID-19 related services as per registration standards and clinic protocol. • Route non-Covid-19 related calls to appropriate clinics, answering service, and/or others as appropriate. Takes accurate and complete messages for clinic providers, staff and management. • Be a knowledgeable resource to patients/customers, striving to build patient/customer loyalty and confidence. • Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion. • Gather information for accurate documentation of calls and enter into proper database. Verify and update necessary information at the point of scheduling. • Coordinate with Interpreter Services as indicated. • Identify, research and resolve patient questions and inquiries regarding the patient portal. Act as first level technical response to questions such as password re-set, log-in issues, appointment confirmation, information in medical record looks incorrect, etc. • Demonstrate in-depth knowledge of UW Medicine’s mission, vision and service offerings. • Adhere to contact center processes and workflow with an attention to continuous quality improvement. • Recognize when customers are frustrated or may require education or instruction beyond the issue presented. De-escalate conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance. • Additional duties may be assigned as business needs dictates. • Comply with the UW Medicine risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in the related policies. • Observe principles of data security and patient confidentiality. • Maintain ethical standards in the performance of duties and in interactions with patients, co-workers and health care professionals. • Demonstrate professional demeanor in appearance and behavior in all work-related interactions. • Participate in and complete the required training program including safety training and all required HIPAA and compliance training. • Participate in ongoing technical, customer service, and other training to continually improve skills and stay current with changes in operations.
Competitive candidates will possess the following skills: • Ability to keyboard a minimum of 35 wpm with 90% accuracy. • 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. • Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision. • Ability to multi-task and work with minimal supervision in a fast-paced environment. • High level of skill in entering data into computer while talking with callers. • Ability to maintain the highest standards of confidentiality and display professional ethical conduct. • Demonstrate a process-improvement mindset and self-driven approach with a can-do attitude toward both internal and external customers. • Exceptional relationship-building skills • Must be very proficient in computer navigation, multi-tasking and working with several software programs at the same time
DESIRED: • Multilingual ability strongly preferred. • Insurance verification experience and knowledge of medical terminology preferred. • A minimum of 3 years of experience in a position of customer service, telephone sales, or problem resolution, preferably in a medical environment. • Bachelor's degree
Prior call center/healthcare experience is strongly desired.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.