Centralized Call Center Associate II

Profile

The reasons to work at MultiCare are as unique as the people who do. Join us for the professional challenges you seek. In the settings you prefer. With schedules that fit your life. Learn more at **** Position Summary: The Centralized Call Center Associate II (CCCA-II) answers incoming phone calls and makes out-bound calls in a centralized setting from patients, family members or physicians’ offices concerning referrals for services provided in specialized clinics requiring broader knowledge of diverse and wide-ranging scheduling procedures. The incumbent reviews the referral information to ensure completeness; clarifies and/or collects any missing information and follows up with the clinic to determine the appropriate provider to schedule. The incumbent uses an electronic system (Epic) to schedule tests, appointments, admissions in adherence with varying and dissimilar practice protocols for assigned clinics. The CCA II is the second level of a 3-tiered job family. Placement in the CCA II position is based on a combination of organizational need and demonstrated satisfactory performance. The incumbent performs the duties of the CCA II and occasionally performs duties at the CCA I, as department needs flux. The CCA II position has the skill set to services all or nearly all of the Primary Care Physicians Clinics. The ideal candidate possesses exceptional customer service skills, ability to communicate with a diverse age and ethnic population, attention to detail, knowledge of medical terminology plus the ability to problem solve within the scope of the position’s responsibilities. Minimum Requirements: Two (2) years of office, clerical, call center customer service experience; in healthcare preferred; or a minimum of six (6) months achieving call center metrics as a Call Center Associate I Epic experience preferred Education/Licenses/Certifications: Position Type: Full-Time Regular Full Time Employee: Yes />Primary Shift: Day Work Schedule: Day

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