Call Center Resource Specialist - Intermediate
Job ID: R0043748 | Administrative Support | Full Time | Charlottesville, VA
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, and external referring providers through utilization of resources, including, but not limited to, Epic, paging system, database look-up and data entry, and web applications. Work is prescribed and is completed with little autonomy. Works with supervision or under clearly defined standard procedures and protocols.
  • Performs the following Contact Center functions: Answering calls from external and internal sources; screening patient calls and using de-escalation skills before escalating; assessing the caller's needs, responding using good critical judgment, and understanding when to escalate; and 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 electronic medical record (EMR) 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.

Position Compensation Range: $15.00 - $21.16 Hourly

MINIMUM REQUIREMENTS
  • Education: High school graduate or equivalent.
  • Experience: 1 year of customer service or call center experience preferred.
  • Licensure: None required.

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.



COVID Vaccination Requirement and Guidelines

 

Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.

 

 

 


Charlottesville, VA
Charlottesville, VA 22903

Working here.

Magnet Recognition

UVA Health System has one of the nation’s most diverse workforces. We are a close-knit, collaborative team that values the expertise, opinions and contributions of our staff. Our proven patient-first focus drives everything we do and fuels our many accomplishments - from Magnet® designation for our nurses to national recognitions as a top hospital and employer (Magnet is a registered trademark of the American Nurses Credentialing Center).

Quality of Life

Charlottesville, Virginia is one of the nation’s most charming and picturesque places to live and work. Our area boasts many excellent restaurants, wineries and craft breweries; historic sites; Shenandoah National Park and Skyline Drive; and a great selection of homes in welcoming neighborhoods, as well as urban and rural locations. Public transportation is excellent, and you’re just a short drive from the beach or Washington, D.C.

Safety Photo

UVA Health Quality & Safety

At UVA, delivering the highest-quality, most advanced and safest healthcare to our patients is our top priority. That’s why we never stop striving to make our best better. As a leading healthcare institution, our goal is to be the safest place in America to receive care and to work, because patient and team member safety is essential to providing the best healthcare. The COVID-19 pandemic remains a fluid situation. At UVA Health, we've been on the frontlines since the beginning. Nurses, researchers, doctors — we've all been doing our part to halt the virus. This effort is part of our longstanding commitment to provide care you can count on.