Patient Encounter Specialist Call Center - Support Services

Work Schedule: Full Time
Work Location: Support Services, PHCC, Avondale Business Center

Benefits include: 100% tuition assistance, wellness initiatives, generous paid time off, paid parental leave, Public Service Loan Forgiveness Program eligible employer, plus more. In addition to our many benefits and perks, UAB Medicine provides a variety of resources to support employees both personally and professionally.

Under general supervision and according to established policies and procedures, to accurately and efficiently triage the telephone calls that are received from patients, their caregivers, relatives and other members of the healthcare team. To prioritize patient's health problems according to urgency. To educate/advise patients, schedule patients and make safe, effective decisions under the direction of the patient’s physician.

Position Requirements:
One (1) year of customer service experience required. Business Office education or similar coursework desired. Must: (1) attend all required course work assigned by management; (2) possess basic knowledge of medical terminology and advanced knowledge of PC applications, software and database management; (3) be able to perform math and bookkeeping skills; (4) possess exceptional telephone and customer service skills and (5) be knowledgeable of English grammar and punctuation. High school diploma or equivalent preferred.

TRAITS & SKILLS: Must be self-directed / self-motivated; must have good communication and interpersonal skills. Must be able to: (1) perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure; (2) accept responsibility for the direction, control and planning of an one’s own work; (3) work independently; (4) recognize the rights and responsibilities of patient confidentiality; (5) convey empathy and compassion to those experiencing pain, physical or emotional distress and/or grief; (6) relate to others in a manner which creates a sense of teamwork and cooperation; (7) communicate effectively with people from every socioeconomic, cultural and educational background; (8) exhibit flexibility and cope effectively in an ever-changing, fast-paced healthcare environment; (9) perform effectively when confronted with emergency, critical, unusual or dangerous situations and escalate issues as needed to concierge, manager or patient advocate staff; (10) demonstrate the quality work ethic of doing the right thing the right way; (11) maintain a customer focus and strive to satisfy the customer's perceived needs; (Exhibit exception customer service towards patients and staff both at the front desk and at the UAB Medicine Self Check-In Kiosk.