Clinical Calls Representative, Ambulatory Scheduling, Full Time, First Shift

UC Health•Cincinnati, OH

About The Position

UC Health is hiring a Clinical Calls Representative for Ambulatory Scheduling. Under the direction of the Clinical Operations Manager, this role handles incoming clinical calls for multiple departments from patients, caregivers, doctors' offices, pharmacies, supply companies, home health agencies, insurance companies, and others. Call topics include symptomatic patients, general medical questions, medication refills and questions, and requests for paperwork, orders, and results. The representative works to resolve callers’ concerns when possible; otherwise, they gather pertinent information and relay it to clinic staff appropriately. The role supports patient care in the ambulatory setting and requires adherence to departmental processes and procedures, system and department compliance policies, applicable laws and regulations, and the representative’s scope of practice. UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky in partnership with the University of Cincinnati. Its members include UC Medical Center, West Chester Hospital, University of Cincinnati Physicians, UC Health Ambulatory Services, Lindner Center of HOPE, and specialized institutes including the UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. UC Health emphasizes innovation, world-class care, professional growth, and collaboration to advance healing and reduce suffering.

Requirements

High school diploma or GED required.
One to two years of equivalent experience required.

Nice To Haves

Associate degree preferred.
Medical Assistant certification preferred.
Three to five years of experience preferred.

Responsibilities

Communicate clearly, courteously, and effectively by phone, in writing, and through computer documentation while maintaining confidentiality.
Collect and interpret complex patient data within the applicable scope of practice.
Contact the IS&T Help Desk when computer workstations or other devices require repair or malfunction.
Work on behalf of patients and follow protocols for all populations without deviation.
Document accurately according to established processes and protocols.
Use UC Health clinical and administrative computer programs to access and provide patient and physician information and communicate with medical practices.
Meet departmental quality assurance, customer service, and productivity standards.
Be willing to be taught and mentored.
Work effectively with the team to accomplish daily tasks, proactively support team goals, and facilitate group cohesiveness.
Maintain a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, and participating in team problem-solving.
Maintain strict confidentiality and awareness of patients’ rights.
Perform other duties as assigned.