Patient Communication Representative- Urology

University of California; Los Angeles (CA); On-site; USD 44,000 - 69,000; Full time

Job summary

University of California is seeking Patient Communication Representatives to deliver world-class service to our callers and support practices with multi-channel communications. PCRs use CICARE as the guiding principle and operate with state-of-the-art telecom and information systems.

You will handle appointment scheduling, patient information and insurance registrations, referrals, and patient outreach calls.

Qualifications

• Strong written and verbal communication in a healthcare setting.
• Ability to work with minimal supervision in a high-volume call center.
• Capacity to navigate multiple systems and algorithms with CICARE guiding principles.
• Willingness to travel to UCLA Health locations.

Responsibilities

• Provide appointment scheduling and patient information services.
• Handle patient referrals and inquiries via multi-channel systems.
• Maintain patient privacy and CICARE principles in every interaction.
• Demonstrate professionalism and urgency during calls.

Skills

Critical thinking

Analytical skills

Verbal communication

Written communication

Customer service

Teamwork

Multitasking

Adaptability

Job description

Description

Patient Communication Representatives (PCRs) provide a world class customer service experience to our callers, in addition to an array of analytical services over a multi-channel communication system for our supported practices and/or service areas.

Our Patient Communication Representatives provide many services and utilize state-of-the-art telecommunications and computer information systems and apply CICARE as our guiding principle throughout each encounter.

These services include, but are not limited to: appointment scheduling, patient information and insurance registrations, physician and patient referrals, patient to physician communication, physician to physician communication, PCR to practice communication, information inquiries, and patient outreach calls. PCRs will be guided by various systems and algorithms available to them, in order to provide these services in a safe, fast, and efficient manner.

A Patient Communication Representative serves as the initial point of contact for the various practices and services that we support; with the knowledge and ability to guide callers to particular clinic/service based on the information provided during an encounter. It is expected for our PCRs to maintain a high level of customer service and sense of urgency during a call; as well as demonstrating the following skills: active listening, proper phone etiquette, professional terminology & grammar (verbal and written), and a teamwork spirit. Patient Communication Representatives are assigned to a team or various teams throughout the day depending on departmental needs.

Salary Range: $31.99- $50.24

Qualifications

• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills. Must be able to take appropriate action in a high call volume environment.
  
• Able to work with diverse populations (patient, staff, physicians) under difficult and challenging situations. Supports a team approach.
  
• Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. Maintains commitment to our customer service standards, World-Class practices, and CI - CARE principle.
  
• Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment to accomplish established objectives.
  
• Working knowledge of PC window applications sufficient to input and retrieve data.
  
• Basic knowledge of phone systems and technology
  
• Readily accepts work assignments and changes within UCLA Health in a positive manner.
  
• Skill in recognizing an emergency or high-priority situation and taking appropriate and immediate action.
  
• Must be able to travel to various locations and adapt to different environments.
  
• Ability to adapt and work changing assignments depending on departmental needs.
• May besubject to testing