Contact Center Resource Specialist Associate
Job ID: R0043691 | 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 completed with little autonomy. Works with supervision or under clearly defined standard procedures and protocols.

Essential Duties and Responsibilities

Performs the following Contact Center functions:
  • Answering calls from external sources and internal sources (UVA Health and UVA Academic), averaging over 80,0000 monthly.
  • 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.
  • Call processing and monitoring functions for multiple departments within UVA Health and the University as follows:
  • Non-urgent calls (patient information, complaints, prescription refill, student complaints, and others)
  • Urgent calls (direct to 911)
  • Outside physician calls for admissions and consults
  • Manages internal physician on-call schedule and status changes
  • Non-urgent hospital repairs, outages, spills, and shuttle requests
  • Monitoring/processing of patient transportation and equipment requests/delivery.
  • Patient relation calls (patient complaints) screened.
  • Responsible for accurate data entry.
  • Provider and patient information as related to calls.
  • Transportation or equipment requests.
  • Patient information into electronic medical record (EMR) as required.
  • Data is checked and significant issues are escalated as appropriate.
  • Responding to telephonic, web, fax, and pager-directed inquiries for comprehensive resource information using customer service based skills.

Organizational duties:
  • Adhering to service excellence for all internal and external customers.
  • Participating in performance improvement activities.
  • A valued team member who is accountable for their own work responsibilities.
  • Enhancing the reputation of UVA Health by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions, setting a positive example for peers, coworkers, departments, and patients.
  • Promoting a positive and productive team environment, supporting teamwork and communication.
  • Utilizing customer service skills to exceed the patient, provider (internal and referring), and other needs.
  • Supporting a flexible structure and schedule to ensure success of UVA Health Contact Center.

Position Compensation Range: $15.00 - $19.19 Hourly

Minimum Requirements:
  • Education: High school diploma or equivalent required.
  • Experience: 1 year of customer service or call center experience preferred.
  • Skills: Excellent communication and customer service skills. Critical thinking, team-oriented, flexible, and willing to learn.

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

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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).

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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.

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