• Answer a high volume of inbound calls in a Care Connections call‑center environment, serving patients, families, and caregivers across the UH Health System
• Provide compassionate, patient‑centered service by actively listening and understanding each caller’s unique needs and preferences
• Schedule appointments accurately and efficiently to promote timely access to care
• Serve as an advocate for patients by guiding them through services, providers, and next steps within UH
• Enter and validate demographic, insurance, and appointment information to ensure accurate patient records and system integrity
• Explain appointment details and pre‑visit preparation requirements in a clear, respectful, and supportive manner
• Identify when referrals or insurance limitations apply and communicate available options or next steps
• Collect and process co‑pays, deductibles, and other patient payments when applicable
• Respond to a wide variety of questions related to physicians, services, locations, and logistics
• Collaborate with Care Connections team members, clinics, and departments to enhance the patient experience and support operational excellence
• Meet quality and productivity standards with coaching and support during the first 90 days of employment
• Appropriately escalate concerns to Care Connections leadership to support service recovery and ensure positive patient outcomes

• A genuine desire to help others and make a positive impact
• Comfort working in a call‑center environment with frequent phone interactions
• Strong listening, communication, and customer service skills
• Ability to multitask, stay organized, and manage multiple systems

• Support UH’s commitment to patient experience, safety, and service excellence
• Represent the University Hospitals brand with professionalism, integrity, and empathy on every interaction
• Adapt to changing workflows, policies, or system needs while maintaining a patient‑first approach
• Contribute to a respectful, inclusive, and team‑oriented work environment
• Uphold UH standards related to confidentiality, compliance, and ethical conduct

• Perform other duties as assigned to support Care Connections operations and system needs
• Comply with all University Hospitals policies, standards, and procedures
• Safeguard Protected Health Information (PHI) in accordance with UH policies, annual training, and the UH Code of Conduct

Education

• High School Equivalent / GED (Required)
• Associate's Degree (Preferred)
• Bachelor's Degree (Preferred)

Work Experience

• 1+ years of customer service-related experience or office (Required) 2+ years preferred
• Associate or Bachelor degree will be accepted in lieu of 1 year work experience (Required)

Knowledge, Skills, & Abilities

• Knowledge of Microsoft Word and Excel applications. (Required proficiency)
• Able to adhere to structured call center metrics in a closely monitored, fast paced environment. (Required proficiency)
• Ability to function independently and as a team player. (Required proficiency)
• Professional demeanor (Required proficiency)
• Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian. (Preferred proficiency)

Licenses and Certifications

• Certified Healthcare Access Associate (CHAA) will be accepted in lieu of 1 year of work experience (Preferred)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Climbing Rarely 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%