Centralized Call Center Associate III – MultiCare Health System – Auburn, WA

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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 serve as a lead for the team 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 position’s responsibilities.

Minimum Requirements:
Three (3) years of experience working directly with customers or patients
OR
Six (6) months achieving call center metrics as a Call Center Associate II
Healthcare and Epic experience

Education/Licenses/Certifications: