Patient Communication Representative- Urology

Patient Communication Representatives (PCRs) provide a world class customer service experience to our callers, in addition to an array of analytical services over a multi-channel communication system for our supported practices and/or service areas. Our Patient Communication Representatives provide many services and utilize state-of-the-art telecommunications and computer information systems and apply CICARE as our guiding principle throughout each encounter.

These services include, but are not limited to: appointment scheduling, patient information and insurance registrations, physician and patient referrals, patient to physician communication, physician to physician communication, PCR to practice communication, information inquiries, and patient outreach calls. PCRs will be guided by various systems and algorithms available to them, in order to provide these services in a safe, fast, and efficient manner.

A Patient Communication Representative serves as the initial point of contact for the various practices and services that we support; with the knowledge and ability to guide callers to particular clinic/service based on the information provided during an encounter. It is expected for our PCRs to maintain a high level of customer service and sense of urgency during a call; as well as demonstrating the following skills: active listening, proper phone etiquette, professional terminology & grammar (verbal and written), and a teamwork spirit. Patient Communication Representatives are assigned to a team or various teams throughout the day depending on departmental needs.

Salary Range: $31.99- $50.24

- Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills. Must be able to take appropriate action in a high call volume environment.
- Able to work with diverse populations (patient, staff, physicians) under difficult and challenging situations. Supports a team approach.
- Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. Maintains commitment to our customer service standards, World-Class practices, and CI - CARE principle.
- Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment to accomplish established objectives.
- Working knowledge of PC window applications sufficient to input and retrieve data.
- Basic knowledge of phone systems and technology
- Readily accepts work assignments and changes within UCLA Health in a positive manner.
- Skill in recognizing an emergency or high-priority situation and taking appropriate and immediate action.
- Must be able to travel to various locations and adapt to different environments.
- Ability to adapt and work changing assignments depending on departmental needs.

As a condition of employment , the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.
Current/former UC employees are subject to a personnel file review.