Centralized Call Center Associate III

Auburn, Washington, You Belong Here. At MultiCare, we strive to offer a true sense of belonging for all our employees. Across our health care network, you will find a dynamic range of meaningful careers, opportunities for growth, safe workplaces, and flexible schedules. We are connected by our mission – partnering and healing for a healthy future – and dedicated to the health and well-being of the communities we serve. FTE: : 1, Shift: : Day, Schedule: Day 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 Our Values As a MultiCare employee, we’ll rely on you to reflect our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness. Our values serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other. Why MultiCare. Mission-driven: Partnering for healing and a healthy future Market Leadership: Washington’s largest community-based, locally governed health system Technology: “Most Wired” healthcare system 10 years in a row Employee-centric: Named Forbes “America’s Best Employers by State” in 2021 Lifestyle: Live and work in the Pacific Northwest – offering breathtaking water, mountain, and forest at every turn Pay and Benefit Expectations MultiCare provides a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, MultiCare shares a competitive range of compensation for candidates hired into each position. The starting pay for this position is $19. 67 and the pay scale is $19.

67 – $28. 31 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant’s years of experience align. Associated benefit information can be viewed here . Full time – Regular

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