Contact Center Resource Specialist Associate

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.

PHYSICAL DEMANDS

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.