Call Center Associate Iii

MultiCare is a not-for-profit healthcare system with roots that go back well over 100 years. Today, we are the largest community-based, locally governed health system in the state of Washington with more than 20,000 employees. We are committed to our mission — partnering for healing and a healthy future — and the dedication to the health of the many communities we serve.

Want to work in a fast-paced, positive and supportive work environment? Do you want to utilize your customer service experience to help patients get access to the healthcare they need? Then this is the position you are looking for.

Our Centralized Call Center for MultiCare Health System is looking for experienced and dedicated individuals to join our team in Auburn, Washington. The Call Center environment promotes teamwork and growth opportunities for those eager to learn. We offer great pay, benefits and the potential to work from home after 90 days.

Position Summary:
The Centralized Call Center Associate III (CCCA-III) answers incoming phone calls and makes out-bound calls in a centralized setting from parents/family members or physicians offices concerning escalated health issues for complex clinics and/or pediatric patients requiring broad and comprehensive knowledge of diverse and wide-ranging scheduling protocols and procedures. The incumbent schedules appointments, tests, procedures using an electronic scheduling system (Epic) in adherence with varying and often dissimilar practice protocols for numerous specialty clinics. The incumbent reviews referral information to ensure completeness; raises vital questions and problems with clinic management; clarifies and/or collects any missing information and follows up with the clinic to coordinate the schedules of providers, nurses, examination rooms and equipment. CCCA III has the ability to explore different career paths within the MAC by helping the Quality Specialist, Workforce Specialist, Trainer, Workforce Analyst, and Supervisors.

The CCA III is the third (top) level of a 3-tiered job family. Placement in the CCA III position is based on a combination of organizational need and demonstrated satisfactory performance. The incumbent performs the duties of the CCA III and occasionally performs duties at the CCA I or CCA II level, as department needs flux. The CCA III typically supports the specialty clinics and may also support team leads by responding to questions and providing additional training for other advocates. The ideal candidate possesses exceptional customer service and time management 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 positions responsibilities.

Requirements

• Minimum three (3) years of experience working directly with customers or patients
• OR minimum six (6) months achieving Call Center metrics as a Call Center Associate II
• Healthcare and Epic experience

Ready to Apply?
To expedite your application process, please also apply to an open position on the MultiCare careers website. Copy and paste the following URL into a separate internet browser to view related jobs:

https://multicare.wd1.myworkdayjobs.com/en-US/multicare/job/Centralized-Call-Center-Associate-III_JR4055

Job Type: Full-time

Pay: $19.67 - $28.31 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift

Experience:

• Epic: 1 year (Required)
• working directly with customers or patients: 3 years (Required)
• healthcare: 1 year (Required)

Work Location: Multiple locations