Resource Specialist - Contact Center

Resource Specialist - Contact Center

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. Building an exceptional work culture includes supporting our teams with exceptional benefits. UVA Health offers a comprehensive benefits package including Medical, Dental, and Vision Insurance, Paid Time Off, Long-term and Short-term Disability, Retirement Savings Plans, and Flexible Spending Accounts. For more information, visit careers.uvahealth.org

Designated 24 / 7 entry level point of contact team that facilitates 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. Performs the following Contact Center functions :

• 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.
• Responsible for accurate data entry of provider and patient information, transportation or equipment requests, and 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.
• In addition to the above job responsibilities, other duties may be assigned.

Qualified candidates may be eligible for a sign-on bonus of $3,500. (This bonus comes with a 2yr service agreement, and is paid in 2 installments.)

MINIMUM REQUIREMENTS

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.

Position Compensation Range : $13.65 - $27.30 Hourly

Benefits

UVA Health is a world-class Magnet Recognized academic medical center and health system with a level 1 trauma center. 2023-2024 U.S. News & World Report "Best Hospitals" guide rates UVA Health University Medical Center as "High Performing" in 5 adult specialties and 14 conditions / procedures. We are one of 70 National Cancer Institute designated cancer centers. UVA Health Children's is named by 2023-2024 U.S. News & World Report as the best children's hospital in Virginia with 9 specialties ranked among the best in the nation. Our footprint also encompasses 3 community hospitals and an integrated network of primary and specialty care clinics throughout Charlottesville, Culpeper, Northern Virginia, and beyond.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse workforce. Equal Opportunity Employer