Penn Medicine, University of Pennsylvania Health System · 13 hours ago
Customer Service Rep Call center
United States
Full-time
Remote
New Grad, Entry LevelPenn Medicine is dedicated to providing high-quality care, conducting innovative research, and educating future leaders in medicine. The Customer Service Representative in the Marketing Contact Center serves as the primary contact for patients seeking assistance and information about medical services, ensuring a patient-centric experience through effective communication and support.
BiotechnologyEducationHealth CareMedicalTraining
Responsibilities
Offers excellent patient-centric Customer Service to those seeking guidance and medical assistance from the University of Pennsylvania Health System (UPHS)
Answers inbound calls for Penn Medicine Referral Service lines to provide information and access to Penn Medicine owned and affiliated physicians, program services, and educational events; provides resources to callers
Provides appropriate and age-specific Penn Medicine resources
Gathers information from caller using skills that elicit information for appropriate and efficient responses
Provides Penn Medicine patients and customers with referrals to physicians and services and assists patients with appointment requests and other services via inbound phone calls or online requests and web chat
Performs searches and uses online reference resources to provide appropriate Physicians/services
Facilitates requests for appointment scheduling; provides information and performs appropriate warm transfer
Registers callers for events and classes using software (and Pennmedicine.org)
Obtains/enters demographic information on new callers; verifies demographic information for existing patients
Transfers to appropriate nursing staff for calls involving cancer, symptom-based calls, or as per caller request
Handles inbound calls for international patients; gathers all required documentation and sends the call content to a follow-up queue for the Penn Global Medicine team
Supports the Transfer of Care program
Helps facilitate follow-up appointments while the patient is still in the Penn Medicine hospital
Receives notification via software from a Penn Medicine provider with patient’s information
Contacts patient by phone while they are in the hospital
Works closely with requesting Penn Medicine provider to ensure efficiency of appointments
Handles physician-to-physician (Physician Link) calls; receives calls from outside Penn Medicine providers seeking to consult with Penn Medicine providers
Obtains (calling) physician’s information along with the new or mutual patient’s information and attempts to connect to the Penn Medicine provider via cell phone, text message, or office number
(If physicians are connected, the call is complete; if they are not able to connect, the inquiry gets sent to a Referral Nurse follow-up queue for completion.)
Makes timely outbound calls in response to web, digital marketing campaigns, and other inquiries
Responds to online requests from Healthcare professionals and patients to schedule an appointment or access Penn Medicine services
Receives a Web Request Form from Healthcare professionals and patients (sent to a Salesforce queue in the MCC and distributed to staff for completion)
Makes timely outbound call in response to the web request, using documented MCC guidelines
Utilizes the Avaya phone application to facilitate communication, including transfers to nurses, schedulers, crossfunctional departments, etc
Records all appropriate information in Salesforce concisely and accurately
Follows strict medical and legal aspects when offering referrals and performing outbound calls; protects patient confidentiality (HIPAA) at all times
Completes call processing efficiently; remains aware of call volumes; works as part of the team to handle the call
Supports the onboarding of new-hires; serves as side-by-side instructional guide; supports co-workers collegially
Meets Contact Center departmental productivity and process improvement objectives; assists in meeting or exceeding patient satisfaction and operational targets
Notifies Marketing Contact Center Manager of administrative or clinical issues and work-related problems
Recommends improvement to work processes, software systems, Customer Service, etc., as relevant and appropriate
Works as scheduled; demonstrates regular, consistent, and punctual attendance
Follows MCC policy requirements for time-off requests
Attends and participates in regularly scheduled operational meetings; reviews all minutes
Assists the Marketing Contact Center in maintaining a strong patient/customer focus
Supports the delivery of high quality service and shares a passion for patient- and customer-centered care
Follows Penn Medicine Customer Service guidelines with all callers
Displays human qualities related to empathy, compassion, kindness, and patience
Accepts and follows through with constructive feedback, including results of QA monitoring and coaching sessions
Discusses work-related issues directly with management; avoids gossiping with co-workers
Collaborates willingly with management and co-workers; maintains a positive and optimistic outlook
Communicates sensitively with patients having possible hearing difficulties or memory/information processing difficulties
Arranges translation services for non-English speaking callers or asks to have an English speaking person confirm needs
Proactively surveys the environment to determine underlying or hidden problems that may result in potential hazards/issues for patients/customers and co-workers
Looks beyond the obvious when generating solutions and doesn’t stop at the first answer
Approaches problems from an organizational perspective; assesses implications of solutions to UPHS
Makes good and timely decisions based on a mixture of analysis, wisdom, experience, and judgment
Displays effective professional writing skills
Completes forms comprehensively, clearly, and accurately
Prepares concise, accurate, and well-organized documentation of encounters, letters, and memos
Relays information via the appropriate method (e.g., letter, memo, fax, email)
Speaks in a professional manner with callers and Penn Medicine co-workers
Manages telephone interactions by using appropriate titles and scripts (as appropriate) and by responding to the caller in a prompt, courteous, and informative manner
Exchanges clear/concise/accurate information via the most appropriate medium (e.g., face-to-face, phone/voicemail)
Presents ideas and information in ways that others can easily understand
Conducts phone interactions using appropriate questioning, listening, clarifying, paraphrasing, and summarizing techniques to obtain accurate information from patients, customers, and staff
Participates in entity and department-wide initiatives for patient/employee safety
Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of the position
Conveys a positive image of UPHS through excellent communication and Customer Service skills to support patients/families and ensure an ideal Patient Experience; assumes accountability for professional demeanor
Interacts in a positive manner with staff, physicians, patients, families, and hospital personnel; advocates for patient
Recognizes and respects diverse patient and employee populations
Is flexible in meeting departmental needs; complies with established departmental and UPHS policies and guidelines
Demonstrates productive use of time when not engaged in direct telephone referral activities
Uses established channels of communication and ensures understanding of UPHS mission, vision and values
Reviews all relevant and new policies/procedures and integrates into daily work; keeps current with UPHS information
Independently writes goals directed toward professional needs; identifies strengths/opportunities for growth/development
Is accountable for meeting all mandatory training/education and for documenting attendance
Follows the professional guidelines within the UPHS Policy Manual, Professionalism and Standards of Conduct
Includes elements of Penn Medicine’s mandatory online course: Rules of Professional Conduct
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
Qualification
Required
High School Diploma is required
Experience with Window applications, phone systems, the Web, and cross system navigation
Must have pleasing telephone voice and manner, good diction, professional grammar, and good spelling
Must have excellent organizational and time management skills
Ability to work quickly while making accurate decisions
Ability to read, understand, and follow verbal and written instructions
Ability to communicate clearly and concisely
Ability to prioritize tasks and work independently within established procedures
Ability to maintain a professional demeanor at all times
Ability to work within a busy and patient-focused environment; ability to assist co-workers when needed
Ability to establish and maintain effective working relationships with physicians, staff, and various UPHS departments
Ability to utilize good judgment in anticipating patient and physician needs
Ability to sit for extended periods of time
Preferred
Customer Service Experience (highly Preferred)
Previous work in a Healthcare setting
Previous experience within Penn Medicine
Marketing and/or up-sell/cross-sell experience
Experience with Healthcare systems, e.g., Salesforce, Epic
Benefits
Comprehensive compensation and benefits program
Prepaid tuition assistance programs
Company
Penn Medicine, University of Pennsylvania Health System
Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.
Founded in 1765
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$70.9MKey Investors
BIRD FoundationWarren Alpert FoundationNational Cancer Institute
2025-01-22Grant
2023-01-03Grant· $9.7M
2022-08-18Grant· $5.7M
Leadership Team
Kevin Mahoney
Chief Executive Officer of University of Pennsylvania Health System
John Donohue
Vice President, Enterprise Services
Recent News
The Philadelphia Inquirer
2026-01-03
Company data provided by crunchbase