Resource Specialist - Contact Center
About The Position
Thank you for considering a customer service Contact Center position at UVA Health! UVA Health professionals share a common bond: to pursue excellence in everything we do for our patients. As a Contact Center team member at UVA Health, you will be an integral member of a team dedicated to providing compassionate care. Contact Center team members are the face of UVA Health – you are often the first contact for our patients, families and referring providers, and your interactions set the tone for each individual’s experience with UVA. This customer-focused role facilitates a variety of duties that focus on patient, community, and referring provider calls to UVA Health, the ordering of specialty health equipment, utilizing the Medical Center paging system, and managing emergency calls into UVA Health. Join a thriving work culture built on trust, respect, and engagement. Please complete this one application and someone will connect with you to discuss your area of interest. 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.
Requirements
- High School Graduate or Equivalent
- 1 year of customer service or call center preferred
- None required
Responsibilities
- Answers calls from external and internal sources
- 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
- Accurate data entry of provider and patient information, transportation or equipment requests, and patient information into EMR (Electronic Medical Record) as required
- Responds to telephonic, web, fax, and pager directed inquiries for comprehensive resource information using customer service based skills
- Other duties may be assigned
Benefits
- Medical, Dental, and Vision Insurance
- Paid Time Off
- Long-term and Short-term Disability
- Retirement Savings Plans
- Flexible Spending Accounts
- Certification and education support
- Generous Paid Time Off
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
