Hours of Operations: Monday through Friday 7:00am - 9:00pm, Saturday and Sunday 8:30am - 5:00pm
**Remote work opportunities available after up to 90 day training period on-site at Highland Hills, OH location. Remote work option not guaranteed**
The Associate Customer Appointment Specialist works in a call center environment, where most of the work is done by phone and computer with internal and external customers. The purpose of the Associate Customer Appointment Specialist is to serve as a compassionate, trusted, and able partner/advocate for anyone seeking care or services by intently understanding each unique need/preference in order to efficiently and effectively match available resources and services across the UH Health System. Associate Customer Appointment Specialist is primarily responsible for inbound and outbound calls to schedule appointments.
The Associate Customer Appointment Specialist is responsible for scheduling for multiple departments throughout their shift. They must remain current with knowledge and skill to support the health system, providers, and department protocols and have the ability to use a myriad of systems that are essential to accurate scheduling. Associate Customer Appointment Specialists must be intuitive to the caller’s needs regarding appointment requests as well as other needs such as directions, site navigation, preparatory instructions and other key information.
The Associate Customer Appointment Specialist will be compassionate and human centered, capable and skilled in our service, all in order to become trusted to provide real time service support and seamless delivery of the world's best appointment booking experience as the main focus of each call handled. Using required knowledge and leveraging exceptional listening, communication, anticipatory, process and solution skills the Associate Customer Appointment Specialist will actively seek out and learn the preferences of those we serve. Associate Customer Appointment Specialist will manage complex appointment scheduling events linking primary care, consults and ancillary services. The Associate Customer Appointment Specialist will match each unique patient need and preference with the vast resource and services available across the UH Health System.
Associate Customer Appointment Specialist influence the patient’s impression and experience through every step of the patient’s encounter, beginning with the scheduling services, verifying patient demographic and registration information.
The Associate Customer Appointment Specialist is responsible for accurately confirming and verifying the patients insurance and as applicable collecting any copay that is due. The Associate Customer Appointment Specialist is responsible for collecting timely, complete and accurate data to ensure patient safety, appropriateness of the service and provider as well as to ensure that expected reimbursement is collected for services rendered. They will maintain acceptable performance in quality, patient experience, first call resolution, adherence and customer satisfaction.
The role of Associate Customer Appointment Specialist is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support the UH Brand.
(This role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain PHI for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.)
Requires one year high-touch Customer Service work or one year University Hospitals patient work experience
High School diploma required. Associate, Bachelor degree or professional certification accreditation preferred
A bachelor’s degree will be accepted in lieu of 1 year of work experience.
Medical Terminology preferred
Analytical skills, excellent verbal and written skills, insurance terminology knowledge, strong customer service and human relations skills required
Associate Customer Appointment Specialist will need to have the ability to navigate multiple systems including but not limited to medical records, telephony and PC
Must be able to adhere to strict call center metrics in a closely monitored, fast-paced environment
Must have the ability to function independently and as a team player
A professional demeanor is required
Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian is a plus.
Equal Opportunity Employer – minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity