Patient Service Associate (Call Center)

The University of Kansas Health System•Kansas City, KS

About The Position

This Patient Service Associate would work in a Call Center capacity. We have one Full-Time opening for the shift of 11:30am to 8:00pm M-F with rotating weekends. The Patient Services Associate is responsible for entering dispatch requests timely and accurately into the Hospitality Services computer system, which consists of Housekeeping Services, Patient Transportation, and/or Dining Services. The position is responsible for prioritizing transportation, housekeeping, and dining requests, and updating information as needed when requests/orders are given/assigned and completed or changes in status occur. The position provides rapid and professional response to all requests and inquiries from nurses, technicians, physicians, and customers, providing outstanding customer service to all callers.

Requirements

1 or more years of experience talking, typing, and listening simultaneously and maintaining confidentiality.
Ability to read, write, and speak English.
Basic Cardiac Life Support (BLS or BCLS) - American Heart Association (AHA) within 30 days of hire.

Nice To Haves

High School Graduate or GED.
2 or more years of experience in call center-based customer service, health care call center, or emergency dispatch call center.
2 or more years of transporter experience.
CPR certified for the Transport area.

Responsibilities

Enters requests for Hospitality Services in computer system timely and accurately; updates information as needed when requests are assigned, completed or changes in status occur.
Prioritizes requests for transportation to minimize patients’ wait and to maintain the schedule of transports.
Prioritizes requests for housekeeping staff to work requests or rooms needing to be cleaned.
Notifies receiving department of changes in patient status (i.e., other procedures, isolation issues, etc.); notifies department of status for room cleaning.
Assists patients with menu selections and processes customer orders accurately.
Determine which patients have not placed an order for that meal period, and initiate telephone or personal contact as appropriate.
Print nourishment labels.
Coordinate delivery of all tube feedings and oral supplement orders.
Demonstrates and maintains a high level of professionalism at all times; maintains confidentiality, safeguards files, and files information daily.
Treats internal and external customers with respect and uses customer service skills to delight and communicate with patients and internal customers.
Assist with tray assembly as needed.
Follows all procedures based on duties being performed.
Maintain all workstations in a neat and organized manner.
Process patient requisitions by entering them in the computer in a timely matter.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.