Patient Services Associate (Call Center)

The University of Kansas Health System; United States; On-site; USD 36,000 - 52,000; Full time

Job summary

The University of Kansas Health System in Kansas City is hiring a Patient Services Associate (Call Center) for the Bell Hospital, mid shift. This full-time role handles dispatch entries for Hospitality Services—Housekeeping, Transportation, and Dining—ensuring timely, accurate updates and high-quality service to care teams and patients.

The position requires 1+ year of call center experience, a High School Diploma or GED, and BLS/CPR readiness within 30 days.

Qualifications

• 1+ years of experience in high-volume communication
• Ability to read, write, and speak English fluently
• Demonstrated ability to maintain confidentiality and professionalism

Responsibilities

• Enter Hospitality Services requests promptly and accurately into the system
• Prioritize transportation and housekeeping requests to keep on schedule
• Assist patients with menu selections and process orders
• Notify departments of status changes and ensure proper documentation
• Maintain neat, organized workstations and protect patient information
• Provide excellent customer service to nurses, patients, and staff
• Support tray assembly and routing of nourishment orders

Skills

Fluent English

Customer service

Confidentiality

Education

High School Diploma or GED

Job description

Position Title

Patient Services Associate (Call Center) Mid Shift - Full Time (Bell Hospital)

Position Summary

The Patient Services Associate is responsible for entering dispatch requests timely and accurately into the Hospitality Services computer system, which consists of Housekeeping Services, Patient Transportation, and/or Dining Services. The position is responsible for prioritizing transportation, housekeeping, and dining requests, and updating information as needed when requests/orders are given/assigned and completed or changes in status occur. The position provides rapid and professional response to all requests and inquiries from nurses, technicians, physicians, and customers, providing outstanding customer service to all callers.

Shift: 11:30am to 8:00pm, with rotating weekends

Responsibilities and Essential Job Functions

• Enters requests for Hospitality Services in computer system timely and accurately; updates information as needed when requests are assigned, completed or changes in status occur.
• Prioritizes requests for transportation to minimize patients’ wait and to maintain the schedule of transports.
• Prioritizes requests for housekeeping staff to work requests or rooms needing to be cleaned.
• Notifies receiving department of changes in patient status (i.e., other procedures, isolation issues, etc.); notifies department of status for room cleaning.
• Assists patients with menu selections and processes customer orders accurately.
• Determine which patients have not placed an order for that meal period, and initiate telephone or personal contact as appropriate.
• Print nourishment labels.
• Coordinate delivery of all tube feedings and oral supplement orders.
• Demonstrates and maintains a high level of professionalism at all times; maintains confidentiality, safeguards files, and files information daily.
• Treats internal and external customers with respect and uses customer service skills to delight and communicate with patients and internal customers.
• Assist with tray assembly as needed.
• Follows all procedures based on duties being performed.
• Maintain all workstations in a neat and organized manner.
• Process patient requisitions by entering them in the computer in a timely matter.
• 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

• 1 or more years of experience talking, typing, and listening simultaneously and maintaining confidentiality.

Preferred Education and Experience

• High School Graduate or GED.
• 2 or more years of experience in call center-based customer service, health care call center, or emergency dispatch call center.
• 2 or more years of transporter experience.

Required Licensure and Certification

• Basic Cardiac Life Support (BLS or BCLS) - American Heart Association (AHA) within 30 days of hire.

Preferred Licensure and Certification

• CPR certified for the Transport area.

Required Language Skills

• Fluent English - Knowledge Requirements Ability to read, write, and speak English.

Time Type

Full time

Job Requisition ID

R-58639

Equal Employment Opportunity Statement

The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status.

See also Diversity & Inclusion.

The health system provides reasonable accommodations to qualified individuals with disabilities.

Employment Conditions

Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

About the University of Kansas Health System

As part of the region’s premier academic medical center, The University of Kansas Health System in Kansas City is a world-class healthcare provider and destination for complex care and diagnosis. We are driven by our commitment to service, continuous improvement and to the highest degree of excellence. Collaboration between physicians, nurses, researchers, educators and other professionals who share their expertise leads to exciting discoveries and life-changing treatments for the people we serve.