The OAM (Office of Access Management) Call Center Specialist is an expert at patient scheduling and registration processes. They can function across multiple departments and may be floated to cover areas based on staffing needs. The OAM Call Center Specialist serves as a primary preceptor for newly hired staff and a mentor for staff in need of additional training. The OAM Call Center Specialist works out of the OAM Call Center location and may have the opportunity to work remotely at home after demonstrating consistent competency with job duties. Candidates for this position should have both prior healthcare scheduling and call center experience.
Responsibilities and Essential Job Functions
Responds to a high-volume of incoming telephone calls
Assists patients in registering and canceling appointments
Accurately documents and routes calls to the proper department
Identifies urgent customer needs or operational issues, and escalate appropriately
Efficiently navigates medical records and ensure patient information is up-to-date and accurately entered in the correct location
Follows all regulatory and compliance standards
Delivers high-level of customer service
Follows documented protocols and guidelines
Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
Uses functionality of the telephone system as required
Responds to outgoing telephone calls and faxed referrals.
Communicates with the care team and support staff on various patient issues.
Obtains and updates insurance information.
Educates patients on providing medical records and other medical documentation needed for TUKHS appointments
Floats across multiple scheduling teams/specialties based on daily staffing needs.
Assigned to work Appointment Request WQ – including proper filtering and prioritization in accordance with specialty standards.
Manages departments Scheduling Inbasket and voicemails.
Artera Messages – PLACEHOLDER
Coordinates outpatient appointments and conjunctive services
Assists patients needing to schedule across multiple departments/specialties
Trains new employees on department, POD, and clinic-specific operational protocols and workflows using approved materials and approaches.”
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
Required Education and Experience
High School Graduate
2 or more years of progressively responsible and directly related work experience in a healthcare setting, preferably in a contact center environment
Knowledge Requirements
Proficiency of Level II skills, plus:
Intermediate computer skills (Windows, Excel, and Word)
Good communication, customer service, interpersonal skills and cross-cultural competency.
Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment
Ability to plan, prioritize, and organize work independently with attention to detail
Fully proficient in EPIC
Time Type:
Part time
Job Requisition ID:
R-36356
We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
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