Contact Center Resource Specialist
University of Virginia

Job Info

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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.

• 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.

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 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.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician's Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

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