CONTACT CENTER REPRESENTATIVE - REMOTE

UW Medicine is looking for dedicated Contact Center Representatives to be the first point of contact for patients across our health system. In this critical role, you'll handle a large volume of inbound calls with precision and empathy—scheduling appointments, verifying insurance, managing referrals, and resolving inquiries with accuracy and care. Join a team that values excellence, compassion, and continuous improvement—where your voice truly matters.

About the role

• High-Volume Call Handling: Serve as the first point of contact for patients across UW Medicine, managing a fast-paced stream of inbound calls with professionalism, accuracy, and empathy.
• Detail-Oriented Scheduling & Support: Coordinate appointment scheduling, insurance verification, referral management, and patient inquiries with precision, ensuring every interaction meets UW Medicine’s high standards.
• Customer Service Excellence: Deliver compassionate, solution-focused support that builds patient trust and loyalty, while consistently demonstrating UW Medicine’s commitment to care, confidentiality, and service quality.

Responsibilities

• High-volume inbound call handling in a fast-paced contact center
• Appointment scheduling and registration using electronic systems
• Insurance eligibility verification and data accuracy
• Routing calls and taking complete, accurate messages
• Referral coordination and prior authorization entry in Epic
• Customer service and issue resolution with empathy and professionalism
• Collaboration with clinics, Financial Counselors, and Interpreter Services
• Patient portal support and inquiry resolution
• Documentation and data updates during scheduling
• Adherence to performance standards, compliance, and confidentiality

Requirements

• High school diploma, or equivalent
• One (1) year of general office experience OR experience in customer service, call center environment or problem resolution OR equivalent education/experience

Schedule

Full Time Remote. Contact Center hours of operation are 6:45 AM to 7:15 PM, Monday through Friday, 7:45 AM – 4:45 PM on Saturdays, and closed Sundays. Initial shift assigned upon hire date; shift selection occurs quarterly.

Pay

Pay Range: $23.41 – $33.47 hourly

Benefits

For information about benefits for this position, visit UW Staff Benefits.