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Call Center Representative, Central Scheduling, Tyler, Full TIme, 8am – 4:30pm OR 8:30am – 5pm

Ardent Health Services

This is a Full-time position in Tyler, TX posted February 13, 2021.

Advancing Healthcare Together – The Future of Healthcare is in East TexasWhy UT Health – East Texas?Our People. Our people truly are our greatest strength. They make a massive difference in the amazing care we provide every day. We work closely together to create a positive experience for our patients and each other.Our Purpose. We will build on your experience and provide meaningful and purposeful career growth for your future. You will have the opportunity every day to make a difference in someone’s life and change the course of healthcare.Our Place. Tyler, Texas is a small town with a huge heart where you will have the privilege of caring for your neighbors. Everybody is somebody here.Representing the very best in healthcare, UT Health East Texas is comprised of 10 hospitals and more than 50 clinics across east Texas. With nearly 7,500 employees and over 1,000 licensed in-patient beds, UT Health East Texas provides healthcare services to thousands of patients annually through our hospitals, clinics, Level 1 trauma facility, air emergency fleet and EMS service in a metropolitan service area of a quarter-million people.Our UT Health Tyler hospital is seeking an experienced Call Center Representative. We are looking for your experience, knowledge and patient care skills in our Call Center where you will be responsible for:What You Will Be Doing:* Maintain acceptable ACD (automated call distribution) call statistics for ASA, AHT, and AUX Ration.* Demonstrate proficiency and skill in call control and call steerage.* Understand and take appropriate intervention for call queue management at an agent level.* Accurately performs physician and service referrals* Accurately perform scheduling of physician appointments in accordance with physician’s preferences and approved profile* Accurately perform call distribution and effectively executes messaging services* Accurately perform data entry at time of call using appropriate call center software systems* Make outbound calls for physician appointments, and confirmation calls in concert with PHYTEL* Accurately performs quality assurance of physician’s clinic schedule* Effectively retrieves voice mail messages and enters them into EHR* Maintains a constructive working relationship with clients, physician offices, co-workers, supervisors and others as needed* Participates in department in-services and meetings* Adheres to the policies and procedures of the organization and the call center* Maintains confidentiality of all interactions* Maintains a clean, efficient work area* Becomes knowledgeable about call center office equipment* Other duties as requestedSo what experience are we looking for in our Call Center Representatives?Education:* High school diploma or equivalent required* Minimum of two years college, preferredExperience:* Knowledge of basic medical terminology preferred* Basic typing skills of 35 wpm* Basic personal computer skills and comfort with Mircosoft Windows operating system; database and word processing skills required* Basic skills with call center specific software and telephony applications preferred* Basic math skills* Strong verbal and written communication skills* Active listening skills* Good problem solving skills* Patient record documentation skills* Strong time management skills* Ability to think strategically and act tactically* Ability to handle multiple tasks at the same time* Ability to embrace the client relationship to guide decisions and actions* Demonstrates good team workCertification and Licensure:* NoneCompliance Requirements* Comply with regulatory requirements, guidelines, and policiesBEHAVIORAL STANDARDS:Service* Patient Centered Customer Service: Genuinely care about people.* Cultivate a compassionate environment: Changing lives for the better together.Quality* Clinical and Operational Excellence: A relentless drive to be the best.* Holistic Approach: Think and act for the benefit of the whole.People* Promote a collaborative environment: Build effective working relationships with others.* Identify and Develop Talent: Prepare others to deliver excellence.Financial* Business Acumen: Know, own and drive our business.* Continually Simplify and Improve: Work to make everything as efficient as possible.Growth* Foster Innovation: Seek and apply leading edge solutions.* Set Clear Direction: Tell others where you are going, how to get there and why.PHYSICAL REQUIREMENTS:* Ability to sit for long periods of time while completing work on a computerNow that you have read about what you will be doing and the experience we seek, it is time to apply and make a difference in the lives of our patients.UT Health East Texas is an equal opportunity employer (including veterans and persons with disabilities).

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