Referral Service Representative / UMMS
Facility: University of Maryland Medical System
Employment Type: Full Time
Location: Baltimore, MD Shift/Schedule: DAY
Department: CRP: MARKETING UMMC
Posted FTE: 1
Job Posting Category:
Hours of Work: M-F, 8a-5p
Job ID #: 40456
Benefits Eligible:
Minimum Education:
License/Cert Required: Not Indicated
Minimum Experience:
Specialty Type: Not Applicable
What You Will Do:
The University of Maryland Medical System is a 12-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women's and children's health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. UMMS is currently seeking a Referral Service Representative for our Corporate location.
****High School Diploma,1 year data entry, database maintenance and customer service experience is REQUIRED. SPANISH speaking skills and Medical Terminology a PLUS!****
Under direct supervision the UPCRS Referral Representatives provide effective and efficient telephone access to UMMC physicians and services. The Referral Representatives facilitate appointments, consults and information requests and maintain records of all call transactions including referral sources, call disposition and impact/effectiveness of marketing campaigns.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
1. Answers all incoming telephone lines: patient and physician 800 numbers, local patient information number and internal numbers. Identifies caller request, connects the caller with appropriate faculty or department, or provides other services as requested.
2. Effectively utilizes all available resources including Internet, Intranet, Physician Referral Directory, marketing materials and other resources to appropriately respond to caller request.
3. Inputs data entry of call information into the database and maintains call records including verification of caller demographic information, reason for call and call disposition.
4. Follows up with callers to ensure call was completed to caller’s satisfaction as indicated.
5. Maintains knowledge on all outreach and marketing initiatives and campaigns to ensure callers can be directed to the appropriate area or provided with correct information
6. Identifies appropriate callers and mails satisfaction surveys to individuals who have received services provided by UMMC.
7. Manages web and voice mail submissions and contacts requesting individuals to fulfill service request.
8. Facilitates efficient and timely access to referring physicians for UMMC physicians by researching referring physician information and facilitating the connection between UMMC physicians and referring physician.
9. Keeps current with UMMC marketing and outreach marketing initiatives and campaigns in order to provide caller with requested service or information
What You Need to Be Successful:
High School Diploma or GED equivalent.
1 year data entry and database maintenance along with 1 year customer service experience is required.
Experience in a healthcare setting is preferred.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Facility: University of Maryland Medical System
Employment Type: Full Time
Location: Baltimore, MD Shift/Schedule: DAY
Department: CRP: MARKETING UMMC
Posted FTE: 1
Job Posting Category:
Hours of Work: M-F, 8a-5p
Job ID #: 40456
Benefits Eligible:
Minimum Education:
License/Cert Required: Not Indicated
Minimum Experience:
Specialty Type: Not Applicable
What You Will Do:
The University of Maryland Medical System is a 12-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women's and children's health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. UMMS is currently seeking a Referral Service Representative for our Corporate location.
****High School Diploma,1 year data entry, database maintenance and customer service experience is REQUIRED. SPANISH speaking skills and Medical Terminology a PLUS!****
Under direct supervision the UPCRS Referral Representatives provide effective and efficient telephone access to UMMC physicians and services. The Referral Representatives facilitate appointments, consults and information requests and maintain records of all call transactions including referral sources, call disposition and impact/effectiveness of marketing campaigns.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
1. Answers all incoming telephone lines: patient and physician 800 numbers, local patient information number and internal numbers. Identifies caller request, connects the caller with appropriate faculty or department, or provides other services as requested.
2. Effectively utilizes all available resources including Internet, Intranet, Physician Referral Directory, marketing materials and other resources to appropriately respond to caller request.
3. Inputs data entry of call information into the database and maintains call records including verification of caller demographic information, reason for call and call disposition.
4. Follows up with callers to ensure call was completed to caller’s satisfaction as indicated.
5. Maintains knowledge on all outreach and marketing initiatives and campaigns to ensure callers can be directed to the appropriate area or provided with correct information
6. Identifies appropriate callers and mails satisfaction surveys to individuals who have received services provided by UMMC.
7. Manages web and voice mail submissions and contacts requesting individuals to fulfill service request.
8. Facilitates efficient and timely access to referring physicians for UMMC physicians by researching referring physician information and facilitating the connection between UMMC physicians and referring physician.
9. Keeps current with UMMC marketing and outreach marketing initiatives and campaigns in order to provide caller with requested service or information
What You Need to Be Successful:
High School Diploma or GED equivalent.
1 year data entry and database maintenance along with 1 year customer service experience is required.
Experience in a healthcare setting is preferred.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.