At MultiCare, we strive to offer a true sense of belonging for all our employees. Across our health care network, you will find a dynamic range of meaningful careers, opportunities for growth, safe workplaces, and flexible schedules. We are connected by our mission - partnering and healing for a healthy future - and dedicated to the health and well-being of the communities we serve.
FTE: 1.0 Shift: Day Schedule: Day
The Centralized Call Center Associate III (CCCA-III) answers incoming phone calls and makes out-bound calls in a centralized setting from parents/family members or physicians offices concerning escalated health issues for complex clinics and/or pediatric patients requiring broad and comprehensive knowledge of diverse and wide-ranging scheduling protocols and procedures. The incumbent schedules appointments, tests, procedures using an electronic scheduling system (Epic) in adherence with varying and often dissimilar practice protocols for numerous specialty clinics. The incumbent reviews referral information to ensure completeness; raises vital questions and problems with clinic management; clarifies and/or collects any missing information and follows up with the clinic to coordinate the schedules of providers, nurses, examination rooms and equipment. CCCA III has the ability to explore different career paths within the MAC by helping the Quality Specialist, Workforce Specialist, Trainer, Workforce Analyst, and Supervisors.
The CCA III is the third (top) level of a 3-tiered job family. Placement in the CCA III position is based on a combination of organizational need and demonstrated satisfactory performance. The incumbent performs the duties of the CCA III and occasionally performs duties at the CCA I or CCA II level, as department needs flux. The CCA III typically supports the specialty clinics and may also support team leads by responding to questions and providing additional training for other advocates. The ideal candidate possesses exceptional customer service and time management skills, ability to communicate with a diverse age and ethnic population, attention to detail, knowledge of medical terminology plus the ability to problem solve within the scope of the positions responsibilities.
Minimum three (3) years of experience working directly with customers or patients
OR minimum six (6) months achieving call center metrics as a Call Center Associate II
Healthcare and Epic experience
As a MultiCare employee, we'll rely on you to reflect our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness. Our values serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other.
Mission-driven: Partnering for healing and a healthy future
Market Leadership: Washington's largest community-based, locally governed health system
Technology: "Most Wired" healthcare system 10 years in a row
Employee-centric: Named Forbes "America's Best Employers by State" in 2021
Lifestyle: Live and work in the Pacific Northwest - offering breathtaking water, mountain, and forest at every turn
Pay and Benefit Expectations
MultiCare provides a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, MultiCare shares a competitive range of compensation for candidates hired into each position. The starting pay for this position is $19.67 and the pay scale is $19.67 - $28.31 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicantâs years of experience align.
Associated benefit information can be viewed here.
Position Type: Full time - Regular Primary Shift: Day Work Schedule: Day
MultiCare is a not-for-profit health care organization with more than 20,000 team members, including employees, providers and volunteers. MultiCare has been caring for our community for well over a century, since the founding of Tacoma’s first hospital and today is the largest community-based, locally governed system of health in the state of Washington, serving communities across Washington and Northern Idaho.
MultiCare’s comprehensive system of health includes numerous primary care, urgent care and specialty services — including Mary Bridge Children’s Hospital & Health Network; MultiCare Indigo Urgent Care; Pulse Heart Institute; MultiCare Medical Associates, affiliated physicians; MultiCare Rockwood Clinic, the largest multispecialty clinic in the Inland Northwest region; and MultiCare Connected Care, our Accountable Care Organization.
Eleven hospitals complete the organization: Allenmore Hospital, Auburn Medical Center, Capital Medical Center, Covington Medical Center, Deaconess Hospital, Good Samaritan Hospital, Mary Bridge Children’s Hospital — the Puget Sound region’s only children’s hospital and state-designated Level II Pediatric Trauma Center for Western Washingt...on — Navos Behavioral Health Hospital, Valley Hospital, Tacoma General Hospital — which is home to the South Puget Sound region’s only Level IV Neonatal Intensive Care Unit — and Wellfound Behavioral Health Hospital.
Our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness, serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other.
MultiCare is also proud of our commitment to workforce diversity and culturally competent care. This commitment is led by our CEO and supported through employee education and community outreach.