Customer Access Assistant/UKHC

Job description

This position is responsible for answering calls from state-wide and out-of-state physicians; forwarding these calls to appropriate physicians and other UK Healthcare clinics, divisions and departments; the call agent will also facilitate calls from referring physicians for transfer and admission to UKHC. Agents are required to interact with professionals who are often working under time constraints and caring for patients who are experiencing serious health events. Customer Access Associates are expected to provide a high level of efficiency, accuracy, and courtesy while initiating callers' requests. The selected candidate will be required to gain a working knowledge of the UK HealthCare system, familiarity with general medical terminology, and learn procedures and information regarding hospital programs and services.

Job Title
Customer Access Assistant/UKHC

Requisition Number

Working Title
UKMD Call Center Agent

Department Name
H4001:Ambulatory Patient Access Services

Work Location
Lexington, KY

Grade Level

Salary Range

Type of Position

Position Time Status

Required Education


Click here for more information about equivalencies:

Required Related Experience

3 yrs

Required License/ Registration/Certification


Physical Requirements

The physical requirements for this position include occasionally standing or walking with objects up to 10 lbs. and regularly sitting at a computer workstation for extended periods of time performing tasks with repetitive motions (such as typing).


Primarily days, Monday through Friday (hours of shift will vary); some weekends and holidays may be required per departmental needs.


The ideal candidate will have excellent interpersonal and communication skills, both written and verbal; exceptional teamwork skills and a ‘team-player' attitude; broad knowledge of medical terminology; the ability and dedication to provide outstanding customer service; and a comprehensive working knowledge of Microsoft applications such as Windows and Excel.

Does this position have supervisory responsibilities?

Preferred Education/Experience

3-4 years of healthcare and/or customer service experience and some college credits are preferred.

Deadline to Apply

University Community of Inclusion

The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place 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.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

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.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Please indicate the amount of experience you have answering multiple phone lines for dispatching purposes.
    • None
    • More than 0, up through 1 year
    • More than 1 year, up through 3 years
    • More than 3 years, up through 5 years
    • More than 5 years
  2. * Please explain your work-related experience with multitasking and dealing with multiple interruptions.

    (Open Ended Question)

  3. * What is your definition of exceptional customer service? Give examples of how you have used exceptional customer service skills in previous jobs

    (Open Ended Question)

  4. * University of Kentucky HealthCare recognizes a set of values that guide us in our daily interactions. By applying for a position within UK Healthcare, you are indicating your commitment and expressing your agreement to our five values. These values are diversity, innovation, respect, compassion, and teamwork. Please choose one of the UK Healthcare values and give a specific example when you exhibited this quality in your professional experience.

    (Open Ended Question)

  5. * Where did you first see this position advertised other than on UK's online employment system?
    • (Diverse Issues in Higher Education)
    • (Higher Education Recruitment Consortium)
    • Institute for Diversity in Health Management
    • A Colleague, Friend and/or Family Member
    • None of the Above

Applicant Documents

Required Documents
    Optional Documents
    1. Resume
    2. Cover Letter





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    Job No:
    Posted: 10/13/2018
    Application Due: 10/22/2018
    Work Type: