Position Summary

Career Interest : The OAM (Office of Access Management) Call Center Associate assists patients with scheduling appointments and insurance registration with The University of Kansas Health System’s outpatient clinics.

These staff work in a call-center environment answering incoming patient calls as well as contacting patients who have received a specialty referral.

The OAM Call Center Associate provides the highest level of customer service through friendly and compassionate patient interaction and scheduling appointments correctly.

The OAM Call Center Associate successfully manages more complex scheduling needs and may serve as a preceptor for new staff.

In addition to scheduling, the staff may review patient self-scheduled appointments for accuracy and create patient communication campaigns.

The OAM Call Center Associate works out of the OAM Call Center location and may have the opportunity to work remotely at home after demonstrating consistent competency with job duties.

Candidates for this position should have prior healthcare and / or call center experience.

Responsibilities :

• Must be able to perform the professional, clinical and / or technical competencies of the assigned unit or department.
• Scheduling of activities, including patient appointments, Telehealth visits, surgeries, procedures and / or ancillary services using extensive knowledge of appointment types, locations, providers and specialties.
• Responsible for registration of patient prior to visit and / or upon arrival, including entering demographics, insurance verification, scanning and document preparation, updating documentation and processing of referrals.
• Collecting copays and point of service paperwork when working in front desk role.
• Provides patient support for the MyChart EMR System.
• Explains facility policies and ensures patient and / or relative understands and signs the consent and insurance forms at the appropriate time.
• Clear and accurate documentation should be entered on the appropriate forms and keyed into the computer system.
• Completes MSPQ as required for admission.
• Responsible for check in / out and phone reception as needed.
• Provides physician to physician consultation services to community referring clinicians and non-health system clinicians.
• Will float to centralized scheduling environment or other practices with critical staffing levels as needed and delegated by management.
• Will provide phone and web-based support for Marketing SEM campaigns, event registration, Partners In Care members as directed by management.
• Confirming patients’ language preferences as you assist them.
• Communicates in patients’ native language accurately with patients / family members in a wide variety of settings.
• Provides assistance in English and Spanish for taking calls, answering patients inquiries, completing documents, documenting insurance and demographic information, solving customer issues and reporting to manager.
• Responsible for other duties or projects as assigned by management.

JOB REQUIREMENTS

Required :

• High School Diploma / GED
• One (1) year direct customer service in health care setting or contact center environment

Proficiency of Level I skills, plus :

• Knowledge of medical terminology.
• Working knowledge of EPIC or other patient / customer database
• Ability to apply C-I-CARE to work

Time Type : Full time

Full time

Job Requisition ID : R-31104

R-31104

Last updated : 2024-04-28