Clinical Calls Agent, Ambulatory Scheduling, Full Time, First Shift

UC Health is hiring Clinical Calls Agent for Ambulatory Scheduling

The Clinical Calls Agent is responsible for handling incoming clinical and clerical calls for multiple departments. Calls are received from patients, caregivers, doctor's offices, pharmacies, supply companies, home health agencies, insurance companies, etc. The topics of calls include, but are not limited to: symptomatic calls, medical management, medication refills, medication questions, paperwork, orders, test results, and return calls to clinic staff.

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.

• Education: High School Diploma or GED - Required / Associates Degree - Preferred Degree
• License & Certification: Medical Assistant Certification preferred.

REQUIRED SKILLS AND KNOWLEDGE:

• Excellent customer service skills and attitude.
• Ability to work under pressure in a fast-paced Call Center.
• Knowledge of medical terminology.
• Excellent attention to detail.
• Excellent written and oral communication skills.
• Knowledge of Electronic Medical Record (EMR) system.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is an EEO employer.Call Handling and Communication

• Handles a high volume of inbound clinical calls regarding symptomatic calls, medical management, medication refills, medication questions, paperwork, orders, test results, and return calls to clinic staff.
• Ensures all queries are addressed promptly, professionally, and in compliance with all protocols.
• Adhere to any specialty-specific triage algorithms, decision trees, and clinical pathways in collaboration with specialty departments.
• Answer questions regarding patient's inquiry or transfer to the appropriate department, service area, or physician office.
• Provide accurate information and support for all inquiries.
• Documents complete and accurate information relating to any request via chart notes, telephone encounter or other modalities.
• Communicate effectively with patients, families, physicians, administrators, and internal team members in a collaborative manner.
• Demonstrates strong listening skills and anticipate caller needs to deliver exceptional customer service.
• Attempt to obtain, verify and update patients' demographic information, when appropriate

Performance and Productivity

• Meets quality and operational performance targets, as determined by Access Center leadership
• Completes all required training on time

Teamwork

• Identify and escalate priority issues and work with Access Center management to improve workflows
• Promote a positive, inclusive, and collaborative work environment through professionalism, respect, and accountability.

Job Function

• Perform all other duties as assigned.

Call Handling and Communication

• Handles a high volume of inbound clinical calls regarding symptomatic calls, medical management, medication refills, medication questions, paperwork, orders, test results, and return calls to clinic staff.
• Ensures all queries are addressed promptly, professionally, and in compliance with all protocols.
• Adhere to any specialty-specific triage algorithms, decision trees, and clinical pathways in collaboration with specialty departments.
• Answer questions regarding patient's inquiry or transfer to the appropriate department, service area, or physician office.
• Provide accurate information and support for all inquiries.
• Documents complete and accurate information relating to any request via chart notes, telephone encounter or other modalities.
• Communicate effectively with patients, families, physicians, administrators, and internal team members in a collaborative manner.
• Demonstrates strong listening skills and anticipate caller needs to deliver exceptional customer service.
• Attempt to obtain, verify and update patients' demographic information, when appropriate

Performance and Productivity

• Meets quality and operational performance targets, as determined by Access Center leadership
• Completes all required training on time

Teamwork

• Identify and escalate priority issues and work with Access Center management to improve workflows
• Promote a positive, inclusive, and collaborative work environment through professionalism, respect, and accountability.

Job Function

• Perform all other duties as assigned.