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Administrative Associate - Oncology Communication Center

Job ID: 9657
Location: Chapel Hill, NC
Facility/Division: UNC Medical Center
Status: Full Time
Shift: Day Job

Did you know UNC Health has Ranked #2 Most Trusted Healthcare Brand in the U.S.? The UNC Health brand was ranked as the #4 healthcare brand in the United States overall and the #2 most trusted healthcare brand, just after Johns Hopkins and before Mass General. Join our One-Great-Team!

Job Description

Description

Job Title:

Oncology Communication Agent (Administrative Associate)

Location:

1830 Fordham Blvd, Chapel Hill, NC 27514

Scheduled Work Hours:

M-F 8:30am – 5:00pm (Days)

Job Summary:

Call Center Agent is responsible for answering incoming patient calls to the N.C. Cancer Hospital utilizing departmental policies to respond to customer inquiries, schedule appointments, resolve patient issues, and direct calls the managerial team when necessary. Our Call Center Agents are often the first point of contact for patient’s request and required commitment to patient satisfaction and the ability to make quick and accurate decisions.

 

Job Description:

·Answer incoming patient phone calls and take appropriate action for each call

·Maintain patient satisfaction while providing a patient-centered experience that supports access to health care services

·Research required information using available resources

·Manage and resolve patient complaints

·Identify and escalate priority issues

·Update and verify existing patient information within Epic

·Route calls to appropriate resource

·Follow up with patient calls where necessary

·Schedule appointments

·Document all call information using smart phrases and other standard operating procedures

    Other Information

    Other information:
    Education Requirements:
    ● High School diploma or GED
    Licensure/Certification Requirements:
    ● No licensure or certification required.
    Professional Experience Requirements:
    ● One (1) year of clerical or administrative experience.
    ● If Bachelor's degree, no years of experience is required
    ● If Associate's degree, no years of experience is required
    Knowledge/Skills/and Abilities Requirements:
    ● Customer Focus: makes the customer and their needs their top priority and goes the extra mile to satisfy their customers. Demonstrates the ability to resolve customer problems. Technical expertise: understands the technical aspects of one’s job. Effectively uses Microsoft office products in order to produce reports and documents. Demonstrates the ability to learn and master the scheduling system Coachability: Receptive to feedback, willing to learn and embraces continuous improvement Accountability: Manages performance to meet expected results. Works to meet the internal/external customer requirements. Fiscal responsibility: Understands the insurance process and seeks to make the best decision/referral in the interest of the customer. Conflict Resolution: Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people. Finds agreement on issues and follows through on implementation


    Job Details

    Legal Employer: STATE

    Entity: UNC Medical Center

    Organization Unit: Oncology Phone Center 

    Work Type: Full Time

    Standard Hours Per Week: 40.00

    Work Schedule: Day Job

    Location of Job: US:NC:Chapel Hill

    Exempt From Overtime: Exempt: No



    This is a State position employed by UNC Health Care System.
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    Diversity Statement

    The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

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