A Commonwealth of Virginia Website
Virginia Mountain View

Contact Center Resource Specialist Associate


Contact Center Resource Specialist Associate

  • R0043691
  • Charlottesville, Virginia, United States
  • Administrative Group
  • UVA Medical Center
Designated 24/7 entry level point of contact team that facilities a variety of low and high level customer service duties that focus on patient, provider, and other inquiries externally and internally within UVA Health. Liaisons with UVA Health, UVA Academic departments, patients, external referring providers through utilization of resources, including but not limited to Epic, paging system, database lookup and data entry and web applications. Work is prescribed and completes with little autonomy. Work with supervision or under clearly defined standard procedures and protocols.

Essential Duties and Responsibilities:

Performs the following Contact Center functions:

Answers calls from external sources and internal sources (UVA health & UVA Academic) averaging over 80,0000 monthly

Screening patient calls and using de-escalation skills before escalating

Assessing the caller’s needs and responds using good critical judgment and understands when to escalate

Call processing and monitoring functions for multiple departments within UVA Health and the University as follows:

Non-Urgent calls (patient information, complaints, prescription refill, student complaints, and others)

Urgent Calls (direct to 911)

Outside physician calls for admissions and consults

Manage internal physician on-call schedule and status changes

Non-urgent hospital repairs, outages, spills, shuttle requests

Monitoring/processing of patient transportation and equipment requests/delivery

Patient relation calls (patient complaints) screened

Responsible for accurate data entry

Provider and patient information as related to calls

Transportation or equipment requests

Patient information into EMR (Electronic Medical Record) as required

Data is checked and significant issues are escalated as appropriate

Responds to telephonic, web, fax, and pager directed inquiries for comprehensive resource information using customer service based skills

Organizational Duties:

Adheres to service excellence for all internal and external customers Participates performance improvement activities A valued team member who is accountable for their own work responsibilities Enhances the reputation of UVA Health by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions setting a positive example to peers, coworkers, departments and patients. Promotes a positive and productive team environment, supporting teamwork and communication Utilizes customer service skills to exceed the patient, provider (internal and referring) and other needs. Supports a flexible structure and schedule to ensure success of UVA Health Contact Center
Position Compensation Range: $15.00 - $19.19 Hourly

Minimum Requirements:

Education: High School Diploma or equivalent required

Experience: 1 year of customer service or call center preferred

Skills: Excellent communication and customer service skills. Critical thinking, team oriented, flexible and willing to learn.


This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

COVID Vaccination Requirement and Guidelines

Please visitthe UVA COVID-19 Job Requirements and Guidelines webpageprior to applying for current information regarding vaccination requirementsandguidelines for employment at UVA.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.


Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer

Sign up for job alerts

Not You?

Thank you

Share this job

Not You?

Thank you for sharing this job

Similar Jobs

Quality Improvement Coord

UVA Medical Center R0043842 Charlottesville Virginia United States Charlottesville, Virginia, United States
Responsible for leading and managing quality improvement initiatives impacting core clinical processes and critical patient care functions. Works collaboratively with executive leadership administrators managers and physicians to identify and enha...

Clinical Lab Scientist - Blood Bank, Day Shift

UVA Medical Center R0042493 Charlottesville Virginia United States Charlottesville, Virginia, United States
Sign-on bonus available to the hired Clinical Lab Scientist $5,000 for Clinical Lab Scientist 2 $2,500 for Clinical Lab Scientist 1 Pay range shown is for a Clinical Lab Scientist 2. Requirements: - Must work a 40 hour/week full-time schedule...

Manager, Employee Career and Professional Development

The University of Virginia R0044368 Charlottesville Virginia United States Charlottesville, Virginia, United States Human Resources Group
The University of Virginia Human Resources (UVA HR) organization is seeking a Manager of Employee Career and Professional Development. The Manager will help craft the vision and strategy to develop the UVA workforce for the future, with exciting o...

DEI Advancement Associate

The University of Virginia R0044612 Charlottesville Virginia United States Charlottesville, Virginia, United States Advancement
UVA’s Office of University Advancement seeks an Advancement Associate (AA) to join the University Diversity Equity and Inclusion, and University Priority development teams. The AA will assist with travel and expense reimbursement, event preparatio...

Electronic Resources & Discovery Librarian

The University of Virginia R0044649 Charlottesville Virginia United States Charlottesville, Virginia, United States Educational Resources
The Claude Moore Health Sciences Library is looking for an Electronic Resources Librarian. Reporting to the Deputy Director and residing in the Access Services department, this position is responsible for providing leadership for strategic develop...

Associate Dean of Students & Director of Residence Life

The University of Virginia R0044642 Charlottesville Virginia United States Charlottesville, Virginia, United States Student Services
The primary focus of the University of Virginia's Housing & Residence Life is to provide services and programmatic direction for all on-Grounds residential students (undergraduate and graduate), faculty, staff, and conference guests. With over two...

Apply Now

Not You?

Thank you