Customer Service Correspondence Representative Jobs

Job Posting Title:

Requisition Number:

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Type of Position:

Position Time Status:

Equivalency Link

https://hr.uky.edu/employment/working-uk/equivalencies

Shift:

Job Description:

Responsible for independently processing, reviewing, and responding to patient correspondence received by mail to ensure timely, accurate, and compliant communication including transcribing referrals from various intake mechanisms, and serving as an inbound operator for Health Connections to ensure accurate communication and timely service. Provides support in addressing patient inquiries, resolving routine and moderately complex correspondence issues, including documenting patient mail and referral information, while also handling inbound calls to connect patients to the appropriate service and ensuring documentation accuracy in patient account records. Maintains adherence to HIPAA, organizational policies, and regulatory standards while maintaining a professional and service-focused approach. Collaborates with revenue cycle, billing, and patient service teams to support issue resolution and improve correspondence workflows. Develops foundational knowledge of patient financial services, correspondence workflows, referral processes, Health Connections operator protocols, and customer service practices.

Reviews, sorts, and prioritizes incoming patient correspondence and mail for timely processing.

Reads, researches, and responds to patient questions and requests, using established templates and guidelines as appropriate.

Serves as an inbound operator for Health Connections, answering and routing calls to the appropriate departments or services.

Transcribes referrals from multiple intake mechanisms (fax, email, electronic feeds, etc.) into the appropriate system.

Identifies, investigates, and resolves routine and moderately complex correspondence issues; escalates unresolved items as needed.

Updates patient account records and correspondence notes, referral documentation, and call-routing information.

Prepares outgoing correspondence, letters, and information packets as required.

Collaborates with revenue cycle, referral management, and patient service teams to address correspondence, referral, and operator--related issues.

Provides feedback to leadership regarding recurring correspondence trends or issues impacting workflow.

Participates in training to develop knowledge of policies, procedures, correspondence handling, referral transcription, and Health Connections operator systems.

Maintains compliance with HIPAA and organizational policies in all written and verbal communications.

Performs other duties as assigned.

Education Requirement: High School Diploma or equivalent

Experience Requirement: 2-3 years of experience

An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures: N/A

A. Lifting, pushing, and/or pulling objects up to 50lbs:2. Occasional (< 10% of the time)

B. Lifting, pushing, and/or pulling objects over 50lbs:1. Never

C. Standing or walking with objects up to 10lbs:3. Intermittent (10% - 50% of the time)

D. Standing or walking with objects up to 25lbs:2. Occasional (< 10% of the time)

E. Sitting at the computer workstation for extended periods:3. Intermittent (10% - 50% of the time)

F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials:2. Occasional (< 10% of the time)

G. Repetitive motion:3. Intermittent (10% - 50% of the time)

H. Working at heights above 4 feet:1. Never

I. Working in confined spaces:1. Never

J. Risk of injuries from use of equipment on the job:2. Occasional (< 10% of the time)

K. Job-related travel:2. Occasional (< 10% of the time)

L. Loud noises:1. Never

M. Temperature extremes:1. Never

N. Hazardous chemicals and fumes including waste:2. Occasional (< 10% of the time)

O. Radiation:1. Never

P. Burns:1. Never

Q. Cuts/Punctures:2. Occasional (< 10% of the time)

R. Bloodborne/airborne pathogens:2. Occasional (< 10% of the time)

S. Recombinant DNA or viral vectors:1. Never

T. Combative/violent people:1. Never

U. Animal handling (including carcasses):1. Never

V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

This position requires intermittent sitting at a computer workstation for extended periods of time; performing tasks with repetitive motions (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; occasional standing or walking with objects weighing up to 25 pounds; and occasional lifting, pushing, or pulling objects weighing up to 50 pounds.

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We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.

The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.