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UnityPoint Health Patient Service Representative - RN Call Center- 24 Hours/ Wk- Monday - Friday, 2p--10:30p- Rotational Weekend/Holidays 10a-6:30p in Cedar Rapids, Iowa

Patient Service Representative

Unity Point Nurse Call Center- Cedar Rapids OR Sioux City

24 Hours/ Week -Monday - Friday, 2p-10:30p- Rotational Weekend/Holidays 10a-6:30p

Part-Time, 24 Hours/ Pay Period

** THIS PERSON CAN SIT IN CEDAR RAPIDS OR SIOUX CITY

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

Qualifications:

High school diploma or equivalent

1-year experience of phone computer and customer service

Preferred Qualifications:

1-2 years call center PSR experience

Associates or BSN

Requisition ID: 2020-83707

Street: 3601 42nd St NE

Name: 9200 UnityPoint Clinic Affiliate

FTE (Numeric Only; Ex. 0.01): 0.6

FLSA Status: Non-Exempt

Scheduled Hours/Shift: 24 Hours/ Wk- Monday - Friday, 2p--10:30p- Rotational Weekend/Holidays 10a-6:30p

External Company Name: UnityPoint Health

External Company URL: http://www.unitypoint.org

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