Location: 20800 Harvard Rd., Highland Hills, OH 

Hours of Operations: Monday through Friday 7:00am - 9:00pm, Saturday and Sunday 8:00am - 5:00pm

Opportunities to work from home at manager's discretion, after a minimum of 4-6 months on-site training in Highland Hills, OH.  Once working from home, employee may also be required to work on-site, a minimum of once a month or as needed by management.

The Associate Customer Appointment Specialist works in a call center environment, where most of the work is done by phone and computer with internal and external customers.  The purpose of the  Associate Customer Appointment Specialist is to serve as a compassionate, trusted, and able partner/advocate for anyone seeking care or services by intently understanding each unique need/preference in order to efficiently and effectively match available resources and services across the UH Health System. Associate Customer Appointment Specialist is primarily responsible for inbound and outbound calls to schedule appointments.

The Associate Customer Appointment Specialist is responsible for scheduling for multiple departments throughout their shift. They must remain current with knowledge and skill to support the health system, providers, and department protocols and have the ability to use a myriad of systems that are essential to accurate scheduling. Associate Customer Appointment Specialists must be intuitive to the caller’s needs regarding appointment requests as well as other needs such as directions, site navigation, preparatory instructions and other key information. 

The Associate Customer Appointment Specialist will be compassionate and human centered, capable and skilled in our service, all in order to become trusted to provide real time service support and seamless delivery of the world's best appointment booking experience as the main focus of each call handled. Using required knowledge and leveraging exceptional listening, communication, anticipatory, process and solution skills the Associate Customer Appointment Specialist will actively seek out and learn the preferences of those we serve.  Associate Customer Appointment Specialist will manage complex appointment scheduling events linking primary care, consults and ancillary services.  The Associate Customer Appointment Specialist will match each unique patient need and preference with the vast resource and services available across the UH Health System. 

Associate Customer Appointment Specialist influence the patient’s impression and experience through every step of the patient’s encounter, beginning with the scheduling services, verifying patient demographic and registration information. 

The Associate Customer Appointment Specialist is responsible for accurately confirming and verifying the patients insurance and as applicable collecting any copay that is due.  The Associate Customer Appointment Specialist is responsible for collecting timely, complete and accurate data to ensure patient safety, appropriateness of the service and provider as well as to ensure that expected reimbursement is collected for services rendered.   They will maintain acceptable performance in quality, patient experience, first call resolution, adherence and customer satisfaction.

The role of Associate Customer Appointment Specialist is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support the UH Brand.

(This role encounters Protected Health Information (PHI) as part of regular responsibilities.  UH employees must abide by all requirements to safely and securely maintain PHI for our patients.  Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.)

Location: 20800 Harvard Rd., Highland Hills, OH 

Hours of Operations: Monday through Friday 7:00am - 9:00pm, Saturday and Sunday 8:00am - 5:00pm

Opportunities to work from home at manager's discretion, after a minimum of 4-6 months on-site training in Highland Hills, OH.  Once working from home, employee may also be required to work on-site, a minimum of once a month or as needed by management.

The Associate Customer Appointment Specialist works in a call center environment, where most of the work is done by phone and computer with internal and external customers.  The purpose of the  Associate Customer Appointment Specialist is to serve as a compassionate, trusted, and able partner/advocate for anyone seeking care or services by intently understanding each unique need/preference in order to efficiently and effectively match available resources and services across the UH Health System. Associate Customer Appointment Specialist is primarily responsible for inbound and outbound calls to schedule appointments.

The Associate Customer Appointment Specialist is responsible for scheduling for multiple departments throughout their shift. They must remain current with knowledge and skill to support the health system, providers, and department protocols and have the ability to use a myriad of systems that are essential to accurate scheduling. Associate Customer Appointment Specialists must be intuitive to the caller’s needs regarding appointment requests as well as other needs such as directions, site navigation, preparatory instructions and other key information. 

The Associate Customer Appointment Specialist will be compassionate and human centered, capable and skilled in our service, all in order to become trusted to provide real time service support and seamless delivery of the world's best appointment booking experience as the main focus of each call handled. Using required knowledge and leveraging exceptional listening, communication, anticipatory, process and solution skills the Associate Customer Appointment Specialist will actively seek out and learn the preferences of those we serve.  Associate Customer Appointment Specialist will manage complex appointment scheduling events linking primary care, consults and ancillary services.  The Associate Customer Appointment Specialist will match each unique patient need and preference with the vast resource and services available across the UH Health System. 

Associate Customer Appointment Specialist influence the patient’s impression and experience through every step of the patient’s encounter, beginning with the scheduling services, verifying patient demographic and registration information. 

The Associate Customer Appointment Specialist is responsible for accurately confirming and verifying the patients insurance and as applicable collecting any copay that is due.  The Associate Customer Appointment Specialist is responsible for collecting timely, complete and accurate data to ensure patient safety, appropriateness of the service and provider as well as to ensure that expected reimbursement is collected for services rendered.   They will maintain acceptable performance in quality, patient experience, first call resolution, adherence and customer satisfaction.

The role of Associate Customer Appointment Specialist is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support the UH Brand.

(This role encounters Protected Health Information (PHI) as part of regular responsibilities.  UH employees must abide by all requirements to safely and securely maintain PHI for our patients.  Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.)

• Requires one year high-touch Customer Service work or one year University Hospitals patient work experience
• High School diploma required.  Associate, Bachelor degree or professional certification accreditation preferred
  • A bachelor’s degree will be accepted in lieu of 1 year of work experience.
• Medical Terminology preferred
• Analytical skills, excellent verbal and written skills, insurance terminology knowledge, strong customer service and human relations skills required
• Associate Customer Appointment Specialist will need to have the ability to navigate multiple systems including but not limited to medical records, telephony and PC
• Must be able to adhere to strict call center metrics in a closely monitored, fast-paced environment
• Must have the ability to function independently and as a team player
• A professional demeanor is required
• Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian is a plus.