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

UC Health; Kentucky; On-site; USD 32,000 - 42,000; Full time

Job summary

UC Health is seeking a Clinical Call Representative to handle incoming clinical calls for multiple departments in the ambulatory setting. The role focuses on resolving caller concerns, collecting pertinent information, and relaying details to clinic staff while adhering to policies and laws.

The position emphasizes confidentiality, teamwork, and accurate documentation using UC Health systems. Prior experience in clinical call handling and medical office environments is preferred.

Qualifications

• 1–2 years of experience required; 3–5 years preferred.
• High School Diploma or GED is required; an Associate's degree is preferred.

Responsibilities

• Supports the patient care environment by communicating clearly, courteously and effectively, verbally and in writing, while maintaining confidentiality of information.
• Collects and interprets complex patient data within their applicable scope of practice.
• Contact IS&T Help Desk when computer workstations on other devices require repair or malfunction.
• Works on behalf of the patients.
• Follows protocols with all populations and does not deviate from them.

Skills

Medical terminology

Patient communication

Documentation

Education

High School Diploma or GED

Associates Degree (preferred)

Tools

Medical Assistant Certification preferred

Job description

Under the direction of the Clinical Operations Manager, the Clinical Call Representative is responsible for handling incoming clinical calls for multiple departments.

Calls are received from patients, caregivers, doctors offices, pharmacies, supply companies, home health agencies, insurance companies, etc. The topics of calls includes: symptomatic patients, general medical questions, medication refills, medication questions, and requests for paperwork, orders, and results.

The Clinical Call Representative plays an integral role in managing patients care in the ambulatory setting. The goal of this position is to resolve the caller's concerns, if possible, otherwise to gather all pertinent information and relay to the clinic staff in the appropriate manner.

This position is expected to adhere to departmental processes and procedures as well as system and department compliance policies and all applicable laws and regulations.

The Clinical Call Representative is expected to work within their scope of practice.

Responsibilities Clinical Calls Administration

• Supports the patient care environment by communicating clearly, courteously and effectively, verbal and through written and computer documentation, while maintaining confidentiality of information.
• Collects and interprets complex patient data within their applicable scope of practice.
• Contact IS&T Help Desk when computer workstations on other devices require repair or malfunction.
• Works on the behalf of the patients.
• Follows protocols with all populations and does not deviate from them.

Documentation

• Provides accurate documentation following all established processes and protocols.
• Utilizes UC Health clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.

Customer Service

• Achieves both departmental QA, customer service and Productivity standards.
• Willing to be taught and mentored.

Call Team Support

• Working effectively with the team/work group to accomplish daily team/unit tasks: working proactively to achieve the team/unit goals and facilitate group cohesiveness.
• Maintains a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, participating in team problem solving.

Compliance

• ~ Maintain strict standard of confidentiality. Aware of patient's rights.

Other Duties

• ~ Perform all other duties as assigned.

Qualifications

• Education: High School Diploma or GED - Required / Associates Degree - Preferred Degree
• License & Certification: Medical Assistant Certification preferred.
• Experience: 1 - 2 Years equivalent required / 3 - 5 Years experience - preferred