STEPS Patient Engagement Rep Associate

University of Kentucky; Lexington (KY); On-site; USD 21,000 - 30,000; Part time

Job summary

The University of Kentucky in Lexington, KY is seeking an entry-level support professional for its enterprise contact center. The role focuses on providing accurate, timely, and professional service, assisting with appointment scheduling and handling routine inquiries following established procedures.

You will help ensure patient experience quality, coordinate with team members and supervisors, and maintain confidentiality in accordance with HIPAA.

Responsibilities

• Responds to routine patient inquiries via phone, email, or electronic systems using established scripts.
• Schedules standard appointments and procedures based on protocols.
• Verifies patient demographics and basic insurance information for accuracy.
• Completes initial registration steps in electronic systems.
• Transcribes referrals received by fax and collaborates with referring providers to verify diagnosis and demographic information.
• Provides patients with general information regarding services, policies, and procedures.
• Escalates complex inquiries or issues to senior representatives or supervisors.
• Maintains accuracy and confidentiality of patient information in compliance with HIPAA.
• Documents patient interactions in contact center systems.
• Meets entry-level productivity and quality standards for contact center operations.
• Performs other duties as assigned.

Job description

Required License/Registration/Certification

Physical Requirements

This position requires intermittent sitting at a computer workstation for extended periods of time; performing tasks withrepetitive motions (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; occasionalstanding or walking with objects weighing up to 25 pounds; and occasional lifting, pushing, or pulling objects weighingup to 50 pounds.

Shift

Monday – Friday 8am – 5pm, 20 hours per week.

Job Summary

Responsible for providing entry-level support in the enterprise contact center to ensure accurate, timely, and professional service. Aids with appointment scheduling and routine inquiries under established procedures. Ensures compliance with organizational policies, payer requirements, and confidentiality standards. Coordinates with team members and supervisors to resolve basic issues and contribute to a positive patient experience.

Essential Functions

• Responds to routine patient inquiries via phone, email, or electronic systems using established scripts.
• Schedules standard appointments and procedures based on protocols.
• Verifies patient demographics and basic insurance information for accuracy.
• Completes initial registration steps in electronic systems.
• Transcribes referrals received by fax and collaborates with referring providers to verify diagnosis and demographic information.
• Provides patients with general information regarding services, policies, and procedures.
• Escalates complex inquiries or issues to senior representatives or supervisors.
• Maintains accuracy and confidentiality of patient information in compliance with HIPAA .
• Documents patient interactions in contact center systems.
• Meets entry-level productivity and quality standards for contact center operations.
• Performs other duties as assigned.

Skills / Knowledge / Abilities

Does this position have supervisory responsibilities?

Does this position have supervisory responsibilities? No

Preferred Education/Experience

Deadline to Apply

Deadline to Apply 11/09/2026

Our University Community

We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.

The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.

Posting Specific Questions

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