Job Requisition ID:

R00049200

Job Category:

Clerical and Customer Service

Organization:

Scheduling-Access Guides

Location/s:

Main Campus Jackson

Job Title:

Call Center Rep II

Job Summary:

To provide routine call center support to patrons, referring physicians, and university physicians such as physician referral and communications, appointment scheduling, responding to billing inquiries, answering telephones, and other duties as directed.

Education & Experience

High school diploma/GED and one (1) year of related experience.

 

Certifications, Licenses or Registration required:  NA

 

Knowledge, Skills & Abilities

Knowledge of customer service principles and procedures. Skill in the use of personal computers and related software applications.  Verbal and written communication skills.  Interpersonal skills to interact with a wide range of constituencies. Ability to assist and/or resolve customer service issues. Ability to multi-task.

 

Responsibilities

 

Provides call center support in all areas in order to provide optimum service, patient care and to facilitate the establishment and maintenance of relationships between referring physicians, general public and UMMC, and university physicians.

Provides assistance to patients, families, staff, and external agencies by scheduling appointments patient registration, admission, processing referrals, scheduling special events, and registering employees/customers for classes.

Investigates and resolves/refers customer request, questions, or problems applying knowledge of the system and applicable policies and procedures.

Facilitates call tracking and reporting of outcomes.

Complies with established policies and procedures; develops knowledge and professional skills through cross-training and attendance at department meetings.

Maintains the minimum required average for daily and monthly statistics pertaining to ready time and not available time and other statistical information as assigned; maintains applicable reports, records, and files.

The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive.  Management retains the right to add or change duties at any time.

 

Physical and Environmental Demands

Requires occasional exposure to unpleasant or disagreeable physical environment such as high noise level and exposure to heat and cold, occasional handling or working with potentially dangerous equipment, frequent work produced subject to precise measures of quantity and quality, occasional bending, occasional lifting and carrying up to 75 pounds, occasional climbing, occasional crawling, frequent crouching/stooping, frequent driving, frequent kneeling, occasional pushing/pulling, constant reaching, constant sitting, constant standing, constant twisting, and constant walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)

 

Time Type:

Full time

FLSA Designation/Job Exempt:

No

Pay Class:

Hourly

FTE %:

100

Work Shift:

Day