You are viewing a preview of this job. Log in or register to view more details about this job.
Email

General Description

The purpose of the Call Center Clerk is to answer the main telephone line to the University Health System. Assist by scheduling medical appointments according to written guidelines, update patient accounts, screen calls and take messages or transfer to providers, nurses, and other UHS staff as appropriate. Create a welcoming environment while providing excellent customer service.

Qualifications:

  •  Must have good communication skills, both verbal and written;
  • detail oriented;
  • customer service experience,
  • multi-tasking and data entry.
  • Must be enrolled in healthcare related major
  • Must be available to work during summer semesters.
  • Current enrollment in at least 6 semester credit hours for fall and spring semesters to qualify.

MUST be available to work: Monday morning and Fridays

Duties: 

  • Answer high volume of calls to the UHS appointment line.
  • Schedule appointments in appropriate slots according to written guidelines.
  • Assist callers with questions about services, hours, portal, appointment types etc.
  • Keep current on guideline changes, new appointment rules, Telehealth vs. in-person rules, etc.
  • Screen calls and take messages or transfer as appropriate per guidelines.
  • Provide excellent customer service. Be helpful but efficient with each call. Average call length time should be in line with group average.
  • Actively work to resolve complaints and disputes. Escalate call to appropriate staff if needed.
  • Contribute positively to team. Log onto computer and phone system prior to scheduled time.
  • Comply with scheduled shift. Fill in for absences as needed if available.
  • Maintain confidentiality at all times. Protect patient health information. Only access minimum necessary information.
  • Maintain neat and clean work area.
  • Dresses appropriately as outlined in Student Employee Orientation Manual.
  • Attend staff meetings as scheduled.
  • Read and respond to email and TEAMS messages in a timely manner.
  • May assist in outreach events. Other duties as assigned.

On Campus Location - Student Health Center

WORK SCHEDULE: Students in this position are expected to work between 15-25 hours per week. Additionally, applicants must be able to work during hours of operation. Hours of Operation for the Call Center are Monday, Wednesday, Thursday, Friday: 8 am - 5 pm, Tuesday: 8 am – 6 pm, 

MUST be available to work:  Monday morning and Fridays

Direct Supervisor: Susi Thames

EMPLOYEE EVALUATION PROCESS: Student employees are evaluated by their supervisor at the end of each long semester.

PAYRATE DETERMINATION: All student employees may receive an increase up to $1.00/hour after a full year of employment and with a positive evaluation from their supervisor