CALL CENTER SPECIALIST

Universal Health Services; Brentwood (TN); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Generous PTO

Medical, dental, vision

401(k) with company match

Student loan refinancing program

Career development opportunities

Job summary

Universal Health Services is seeking a Call Center Specialist to serve as the friendly first point of contact for incoming calls from hospitals, referral sources, patients, and families. You will qualify calls and route them to the appropriate department, documenting interactions in MS4.

The role requires excellent verbal and written communication, dependability, and the ability to handle high call volumes.

Qualifications

• High School Graduate/Equivalent required, Associates degree preferred.
• Minimum 1-3 years related experience required.
• Excellent verbal and written communication.
• Microsoft Office Suite.
• Working knowledge of patient's rights along with a broad understanding of psychiatric and addiction treatment and administration.
• Excellent Customer Service skills.
• Working knowledge of a variety of computer software applications.
• Skilled at diffusing high-tension situations and solving problems.

Responsibilities

• Identifies and assesses callers' needs, referring to the appropriate party or using the Admissions Coordinator talk track as needed.
• Answers phone calls promptly and transfers to the correct party per current procedures.
• Documents caller interactions in MS4 and/or current software.
• Manages high call volumes effectively while maintaining service quality.
• Facilitates Alumni Calls.

Skills

Verbal communication

Written communication

Customer service

Problem solving

De-escalation

Multitasking

Education

High School Diploma or equivalent

Associate degree preferred

Tools

Microsoft Office Suite

Job description

Responsibilities

UHS National Call Center (a UHS company)

Our mission is to be the leader in evidence-based, integrated treatment for co-occurring mental health and substance use disorders through clinical services, education, and research. Our vision is to be the best at delivering effective, lasting treatment and to provide superb experiences across our continuum of care in all places.

Position Summary

The Call Center Specialist serves as the friendly and professional first point of contact for all incoming calls through designated channels, including hospitals, referral sources, patients, and families. This role involves appropriately probing to qualify each call and directing it to the correct department or team member. When the appropriate party is unavailable, the specialist utilizes the Admissions Coordinator talk track to assist the caller. All interactions are clearly and accurately documented in MS4 and/or the current system used.

Job Duties

• Identifies and assesses callers' needs, referring to the appropriate party or using the Admissions Coordinator talk track as needed.
• Answers phone calls promptly and transfers to the correct party per current procedures.
• Documents caller interactions in MS4 and/or current software.
• Manages high call volumes effectively while maintaining service quality.
• Facilitates Alumni Calls.

Benefit Highlights

• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries!

About Universal Health Services

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $15.8 billion in 2024. UHS was again recognized as one of the World's Most Admired Companies by Fortune; listed in Forbes ranking of America's Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 99,000 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

Qualifications

Requirements

• High School Graduate/Equivalent required, Associates degree preferred
• Minimum 1-3 years related experience required
• Excellent verbal and written communication.
• Microsoft Office Suite.
• Working knowledge of patient's rights along with a broad understanding of psychiatric and addiction treatment and administration.
• Excellent Customer Service skills.
• Working knowledge of a variety of computer software applications
• Skilled at diffusing high-tenson situations and solving problems.

Schedule

Tuesday-Saturday (Tues-Fri 2:00pm - 10:30pm) (Saturday - 7:30am-4:00pm)

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.