Resource Specialist - Contact Center

UVA Health; Virginia (MN); On-site; USD 24,108 - 37,608; Full time

Benefits offered by this job

Comprehensive Benefits Package:Medical

Paid Time Off

Health Savings Plans

Certification and education support

Generous Paid Time Off

Job summary

UVA Health is seeking a Customer Service Contact Center team member who will be the first point of contact for patients, families, and referring providers. You will handle calls, screen needs, and enter information into the EMR with care and accuracy.

The role offers a starting base rate of $17.50 per hour, a pay range of $17.50 to $27.30 hourly, and a $3,500 sign-on bonus with a two-year service agreement. Comprehensive benefits and PTO are included.

Qualifications

• Experience in customer service or call center environments.
• Ability to handle high-volume calls with de‑escalation skills.
• Strong data entry and accuracy when recording information.

Responsibilities

• Answer calls from external and internal sources and screen caller needs.
• Enter provider and patient information and requests into the EMR accurately.
• Respond to inquiries via telephone, web, fax, and pager-directed channels using customer-service skills.
• Other duties as assigned as needed.

Skills

Customer service

Call center experience

Education

High School Diploma or equivalent

Job description

Thank you for considering a customer service Contact Center position at UVA Health. UVA Health professionals share a common bond: to pursue excellence in everything we do for our patients. As a Contact Center team member, you will be an integral part of a team dedicated to providing compassionate care. You will be the first point of contact for patients, families, and referring providers, and your interactions set the tone for each individual’s experience with UVA Health.

Responsibilities

• Perform the following Contact Center functions: answer calls from external and internal sources; screen patient calls and use de‑escalation skills before escalating; assess the caller’s needs and respond using good critical judgment and understand when to escalate; conduct call processing and monitoring functions for multiple departments within UVA Health and the University.
• Accurately enter provider and patient information, transportation or equipment requests, and patient information into the Electronic Medical Record (EMR) as required. Check data and, if necessary, elevate significant issues.
• Respond to telephonic, web, fax, and pager‑directed inquiries for comprehensive resource information using customer‑service skills.
• Other duties may be assigned as needed.

Compensation & Bonus

The starting base rate for this role is $17.50 per hour. The pay range for this role is $17.50 to $27.30 hourly, with compensation determined by the selected candidate’s qualifications, previous work experience, and/or education. Qualified candidates may be eligible for a sign‑on bonus of $3,500, paid in two installments, subject to a two‑year service agreement.

Minimum Requirements

• Education: High School Graduate or Equivalent
• Experience: 1 year of customer service or call center experience preferred
• Licensure: None required

Physical Demands

This is primarily a sedentary job involving extensive use of desktop computers. The position requires occasional travel to attend meetings and program events.

Benefits

• Comprehensive Benefits Package: Medical, Dental, and Vision Insurance
• Paid Time Off, Long‑term and Short‑term Disability, Retirement Savings
• Health Savings Plans, and Flexible Spending Accounts
• Certification and education support
• Generous Paid Time Off

UVA Health is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities.