UnityPoint Health Patient Service Representative - RN Call Center, Rotating days 2p-10:30p, Alternating Weekend/Holiday, 16 Hours/ Week in Cedar Rapids, Iowa
Patient Service Representative
Unity Point Nurse Call Center
Variable Days- 2p-10:30p, Rotating Weekend/Holiday
Part-Time, 16 Hours/ Pay Period
** THIS PERSON CAN SIT IN CEDAR RAPIDS, SIOUX CITY, DSM, PEORIA
This position provides telephone screening, registration and functions as a Patient Service Representative specifically for the IntelliCenter.
Supports and handles physician and service referrals.
Schedule 24 hour appointments correctly and provide caller with appointment instructions.
Directs high priority calls as a warm transfer to nursing staff by using sound judgement.
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
Understanding of when to escalate complaint and difficult calls to leadership team appropriately.
Obtains patient and caller identifiers, along with adequate information in order to queue calls for low priority call back conducted by nursing staff.
Uses sound judgement in handling calls
Heads up any outbound call campaigns designated to the IntelliCenter.
Supports WFM in staffing assignments, including designated lunch offerings
Provides assistance with other reasonable related duties as assigned by supervisor or manager.
Ability to handle confidential and sensitive information.
Ability to communicate effectively on the telephone.
Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
Ability to handle a “call Center” environment: work quickly and multi-task.
Ability to demonstrate good customer service.
Exhibits discretion and sound judgement in all aspects of the job.
Represents UnityPoint Clinics in a professional manner. Promotes positive interpersonal relations and serves as a role model within the department and with UnityPoint Clinic personnel.
Displays creativity and innovation when making recommendations for improvement in the delivery of services to the customer
High school diploma or equivalent
1-year experience of phone computer and customer service
1-2 years call center PSR experience
Associates or BSN
Requisition ID: 2020-85616
Street: 3601 42nd St NE
Name: 9200 UnityPoint Clinic Affiliate
FTE (Numeric Only; Ex. 0.01): 0.4
FLSA Status: Non-Exempt
Scheduled Hours/Shift: Rotating days 2p-10:30p, Alternating Weekend/Holiday, 16 Hours/ Week
External Company Name: UnityPoint Health
External Company URL: http://www.unitypoint.org