CONTACT CENTER REPRESENTATIVE - REMOTE

Job Description

The UW Medicine 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

REQUIREMENTS

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:

$23.41 hourly

Pay Range Maximum:

$33.47 hourly

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

SEIU Local 925 Contact Center

About 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.