Customer Service Representative - Transfer Center

1000 Owensboro Health, Inc.; Owensboro (KY); On-site; USD 22,000 - 28,000; Part time

Job summary

Owensboro Health Regional Hospital is seeking a part-time customer service representative to support providers, departments and patients with accurate, timely and compassionate communication. You will handle high-volume inbound calls, collect essential information, and route messages to the correct teams.

The role emphasizes attention to detail, adherence to HIPAA, and the ability to work in a fast-paced environment while maintaining patient privacy and safety.

Qualifications

• Requires critical thinking skills and decisive judgment.
• Works under general supervision.
• Must be able to work in a stressful environment and take appropriate action.

Responsibilities

• Answers high volume inbound calls from patients, providers, and healthcare partners with professionalism and empathy.
• Gathers essential information accurately and efficiently while following HIPAA guidelines.
• Documents call details with precision in the Transfer Center call management software.
• Prioritizes urgent or emergent calls and escalates them promptly.
• Maintains up to date knowledge of provider schedules, on-call rotations and communication preferences.
• Communicates patient’s appointment cancellations in a timely and accurate manner.

Skills

Critical thinking

Decisive judgment

Stress management

General supervision

Education

High school diploma or GED

Job description

Weekend Requirements: Every Other | Work Hours: 2pm-1030pm | Status: Part Time - 0.7 FTE (56 hours per pay period) | Entity: Owensboro Health Regional Hospital | Department: Transfer Center

Job Summary

The customer service representative supports healthcare providers, hospital departments, and patients by delivering accurate, timely and compassionate communication. This role handles high volume inbound calls, manages critical alert lines, and ensures essential information is relayed to correct teams. This ideal candidate is detail oriented and committed to exceptional service.

Job Responsibilities

• Answers high volume inbound calls from patients, providers, and healthcare partners with professionalism and empathy.
• Gathers essential information accurately and efficiently while following HIPPA guidelines.
• Documents call details with precision in the Transfer Center call management software.
• Prioritizes urgent or emergent calls and escalates them promptly.
• Maintains up to date knowledge of provider schedules, on-call rotations and communication preferences.
• Communicates patient’s appointment cancellations in a timely and accurate manner.
• Maintains Hospitalist patient assignment to ensure messages are routed to the correct provider based on current assignment.
• Maintains admission alert phone for incoming direct admissions/transfers into facility and communicate timely to Registered Nurse.
• Manages Cath Lab and Interventional Radiology alert phone by ensuring details are delivered accurately and ensuring rapid communication of activations.
• Completes provider and service referral information to ensure customers are connected with the appropriate resources.
• Gathers initial intake patient information by ensuring the Registered Nurse has the information needed to conduct a triage when return call is made to the patient.

Skills and Attributes

• Requires critical thinking skills and decisive judgment.
• Works under general supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Applies more advanced skills and knowledge in the area of specialization.

Position Requirements

• Work Experience No experience required
• Education High school diploma, General Equivalency Diploma (GED) or higher required upon hire
• Licensure/Certification/Registration No licensure/certification/registration required

Organizational Responsibilities

Supports Owensboro Health’s Mission, Vision, Core Commitments, and business interests. Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety and a high reliability organization.

Additional Job Information

This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. Specific duties and responsibilities consistent with the general nature and level of work described may vary by department and additional related duties may be assigned as needed. Some duties listed may not apply to all employees with this job description. The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Organization and the employee occupying the position.

Standard ADA Settings

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

(Office Environment) Standing: Occasionally Walking: Occasionally Sitting: Frequently Lifting 0-25 lbs.: Rarely Lifting 25-75 lbs.: Rarely Lifting over 75 lbs.: Rarely Carrying 0-25 lbs.: Rarely Carrying 25-75 lbs.: Rarely Carrying over 75 lbs.: Rarely Pushing/Pulling 0-25 lbs.: Frequently Pushing/Pulling 25-75 lbs.: Rarely Pushing/Pulling over 75 lbs.: Rarely Climbing: Rarely Bending/Stooping: Rarely Kneeling: Rarely Crouching/Crawling: Rarely Reaching: Occasionally Talking: Frequently Hearing: Frequently Repetitive Foot/Leg Movements: Rarely Repetitive Hand/Arm Movements: Frequently Keyboard Data Entry: Frequently Running: Rarely Vision: Depth Perception: Frequently Vision: Distinguish Color: Frequently Vision: Seeing Far: Frequently Vision: Seeing Near: Frequently Hazardous Drug Risk Exposure: Risk Level: No-Risk

Owensboro Health Core Commitments

• INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.
• RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.
• TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.
• INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.
• SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.
• EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.

Owensboro Health is a nonprofit health system

Owensboro Health is a nonprofit health system with a mission to heal the sick and to improve the health of the communities we serve in Kentucky and Indiana. The system includes Owensboro Health Regional Hospital, nationally recognized for design, architecture and engineering; Owensboro Health Muhlenberg Community Hospital; Owensboro Health Twin Lakes Medical Center; the Owensboro Health Medical Group comprised of over 200 providers at more than 30 locations; three outpatient Healthplex facilities, a certified medical fitness facility, the Healthpark; a surgical weight loss center and program, and the Mitchell Memorial Cancer Center.