About this role
Job Description
The UWMedicine Contact Center has an outstanding opportunity for a Patient Access Representative (Contact Center Representative 1 (CCR1))
WORK 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, Saturdays and closed Sundays. Initial shift assigned upon hire date; shift selection to occur quarterly.
DEPARTMENT DESCRIPTION
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. If you're detail-oriented, tech-savvy, and committed to delivering exceptional customer service, this is your opportunity to make a real impact in patients' lives every single day. Join a team that values excellence, compassion, and continuous improvement—where your voice truly matters.
POSITION HIGHLIGHTS
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.
PRIMARY JOB RESPONSIBILITIES (duties not limited to)
- 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
REQUIRED QUALIFICATIONS
High school diploma, or equivalent AND One (1) year of general office experience
OR
Experience in customer service, call center environment or problem resolution
OR
Equivalent education/experience
Compensation, Benefits and Position Details
Pay Range Minimum:
$22.94 hourlyPay Range Maximum:
$32.81 hourlyOther Compensation:
-Benefits:
For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/Shift:
Temporary or Regular?
This is a regular positionFTE (Full-Time Equivalent):
100.00%Union/Bargaining Unit:
SEIU Local 925 Contact CenterAbout the UW
Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.
UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.
Our Commitment
The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected].
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.
Other facts
About University of Washington Medical Center
UW Medicine is an integrated clinical, research and learning health system with a single mission to improve the health of the public. Its faculty, staff, students and trainees are dedicated to delivering high- quality patient care and making important discoveries that lead to new approaches for the diagnosis, treatment and prevention of human disease.
UW Medicine is home to one of the world’s largest and most comprehensive medical research programs as well as innovative learning programs for students, trainees and practitioners. As the only health system in Washington, Wyoming, Alaska, Montana and Idaho that connects research, education and patient care, UW Medicine provides a higher degree of healthcare, ranging from primary and preventive care to the most specialized care for complex medical conditions.
UW Medicine includes Airlift Northwest, Fred Hutchinson Cancer Center, Harborview Medical Center, University of Washington Medical Center—Montlake, University of Washington Medical Center – Northwest, UW Medicine Primary Care, UW Physicians and UW School of Medicine. UW Medicine shares in the ownership of Children’s University Medical Group with Seattle Children’s.
A Higher Degree of Healthcare.
What you'll do
- The Patient Access Representative will handle a high volume of inbound calls, scheduling appointments, verifying insurance, and managing referrals. This role requires delivering compassionate customer service and maintaining accuracy in all interactions.
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