• Administer survey questionnaires by phone • Conduct interviews with individuals and businesses • Accurately record responses in the systems used • Ensure the quality and reliability of collected information • Follow the scripts and procedures defined for each survey • Contribute to meeting project targets and deadlines

Role Description The Call Center Specialist - IC is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment. - Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor. - Schedule patient appointments accurately using the organization's electronic medical record (EMR) system. - Respond to patient inquiries regarding services, appointment availability, billing, and other general information. - Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines. - Verify and update patient demographic and insurance information during calls. - Educate patients on healthcare services, office policies, and available resources. - Document all patient interactions and maintain accurate call records in the appropriate systems. - Document patient complaints and escalate complex issues to the appropriate department or supervisor. - Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience. - Follow HIPAA regulations to maintain patient confidentiality and data security. - Achieve performance goals, including call quality, response time, and customer satisfaction metrics. - Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution. - Adhere to company and department policies and procedures. - Adheres to all applicable compliance requirements and the Code of Conduct. Qualifications - Education: Associate degree preferred, or equivalent relevant call center years of experience preferred. - Experience: One to two (1-2) years of experience in customer service, quality, and/or auditing. - Language: Must be bilingual in English and one of the following languages: Spanish, Russian, Chinese, Bengali, Korean, Albanian, or a similar language. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Requirements - The consultant is required to provide valid government-issued identification as proof of age to verify that they are at least 18 years of age. - Able to pass a typing test with at least 40 WPM. - Consultant acknowledges that they have an alternative means of working in the event of a power and/or internet service outage, ensuring they are able to fulfill their job responsibilities without interruption. - Maintain and utilize the necessary equipment, including but not limited to a computer, monitor, headset, and any other tools required to perform the agreed-upon services. - Ensure access to a reliable and high-speed Wi-Fi connection suitable for conducting business operations efficiently. - Successfully complete all mandatory training programs as required by the Organization. Benefits - After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses. - This reimbursement is not provided upfront and eligibility is subject to company policy, documentation, and approval. - The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation. - Reimbursement availability may change based on business or policy needs. Physical Requirements - Standing – Duration of up to 6 hours a day. - Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines. - Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions. - Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation with accuracy. - Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Salary Range (Min-Max) - $4.81 - $7.21 USD per hour - ৳584.59 - ৳876.28 BDT per hour - These rates are subject to change based on the current USD to BDT conversion rate.

Role Description Your job is more than a job. Be the problem-solver before the visit! As a Patient Access Representative focused on Financial Clearance and Authorizations, you work behind the scenes—and directly with patients—to ensure care is approved, covered, and financially clear before services are delivered. Your attention to detail helps prevent delays, denials, and surprises, creating a smoother experience for both patients and care teams. You bring clarity, accuracy, and empathy to conversations about insurance, authorizations, and financial responsibility—making complex processes easier to understand. - Verify insurance eligibility and benefits for scheduled and unscheduled services - Obtain prior authorizations and referrals as required by payers - Review patient accounts for financial clearance and resolve issues before services are rendered - Communicate with insurance companies, providers, and internal teams to secure approvals - Explain coverage, estimates, and financial responsibility to patients - Assist with payment arrangements and financial assistance referrals when appropriate - Maintain accurate documentation and protect patient confidentiality Qualifications - Strong customer service and communication skills - Attention to detail and comfort working with insurance and authorization processes - Ability to explain financial and coverage information clearly and confidently Requirements - High School Diploma or GED (or 2 years of applicable experience in lieu of education) - 2 years of customer service and/or healthcare experience Benefits - Deliver healthcare with heart. - Give people a reason to smile. - Put a little love in your work. - Be honest and real, but with compassion. - Bring some lagniappe into everything you do. - Forget one-size-fits-all, think one-of-a-kind care. - See opportunities, not problems – it’s all about perspective. - Cheerlead ideas, differences, and each other. - Love what makes you, you - because we do.

Role Description The Manager, Contact Center Training leads the development and execution of training programs for UHealthConnect, supporting the continued centralization and expansion of patient access services. This role provides strategic direction and ensures alignment of training across enterprise operations, including scheduling, registration, and other patient-facing functions. - Drives standardized, end-to-end training solutions that support key performance metrics and incorporate industry best practices across customer service, contact handling, Epic EMR, NICE CXone, Kyruus Health, and workforce systems. - Integrates training with operational workflows and partners with operational leadership and the Quality Management team to develop, optimize, and sustain training solutions that reinforce standard processes and enable continuous improvement. Core Responsibilities - Collaborates with leadership to define and implement training strategies that support the integration and centralization of multiple lines of business within UHealthConnect. - Oversees the development, execution, and continuous improvement of enterprise-wide training programs for scheduling, registration, and other patient-facing services. - Leads the design and delivery of training curricula aligned to core systems and technologies, ensuring effective adoption and utilization. - Designs and oversees training programs for a fully remote workforce, leveraging virtual facilitation techniques. - Develops and implements online, self-paced, and self-directed training modules, including e-learning and simulation-based content. - Establishes and maintains scalable training frameworks that support onboarding, cross-training, and ongoing education. - Supervises and develops training staff, providing leadership, coaching, and performance management. - Partners with operational leadership, project teams, and subject matter experts to translate workflows into standardized training content. - Oversees training readiness for system implementations, workflow updates, and organizational initiatives. - Collaborates with the Quality Management (QM) team to incorporate performance insights into training enhancements. - Establishes and continuously assesses the effectiveness of internal controls within the unit and compliance with University policies and procedures. Qualifications - Bachelor’s degree in relevant field required. - Minimum 5 years of relevant experience required. Knowledge, Skills and Abilities - Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness. - Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change. - Financial Oversight: Knowledge of financial operations and management. - Team Leadership: Ability to create and maintain a cohesive and productive team environment. - Technical Proficiency: Skilled in using office software, technology, and relevant computer applications. - Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively. - Any relevant education, certifications and/or work experience may be considered. Benefits - Competitive salaries. - Comprehensive benefits package including medical, dental, tuition remission, and more.