Central Call Center Associate II

You Belong Here.

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 : 8 : 45am - 5 : 15pm Monday - Friday

Position Summary

The Centralized Call Center Associate II (CCCA-II) answers incoming phone calls and makes out-bound calls in a centralized setting from patients, family members or physicians offices concerning referrals for services provided in specialized clinics requiring broader knowledge of diverse and wide-ranging scheduling procedures.

The incumbent reviews the referral information to ensure completeness; clarifies and / or collects any missing information and follows up with the clinic to determine the appropriate provider to schedule.

The incumbent uses an electronic system (Epic) to schedule tests, appointments, admissions in adherence with varying and dissimilar practice protocols for assigned clinics.

The CCA II is the second level of a 3-tiered job family. Placement in the CCA II position is based on a combination of organizational need and demonstrated satisfactory performance.

The incumbent performs the duties of the CCA II and occasionally performs duties at the CCA I, as department needs flux.

The CCA II position has the skill set to services all or nearly all of the Primary Care Physicians Clinics. The ideal candidate possesses exceptional customer service 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.

Requirements

• Minimum two (2) years of office, clerical, call center customer service experience; in healthcare preferred; or a minimum of six (6) months achieving call center metrics as a Call Center Associate I
• Epic experience preferred

Our Values

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.

Why MultiCare?

• Belonging : We work to create a true sense of belonging for all our caregivers
• Mission-driven : We are dedicated to our mission of partnering for healing and a healthy future and the patients and communities we serve
• Market leadership : Washington state's largest community-based, locally governed health system
• Employee-centric : Named Forbes America’s Best Employers by State in 2023
• Technology : "Most Wired" health care system 15 years in a row
• Leading research : MultiCare Institute for Research & Innovation, 40 years of ground-breaking, clinical and health services research in our communities
• Lifestyle : Live and work in the Pacific Northwest - offering breathtaking water, mountains and forest at every turn

Pay and Benefit Expectations

We provide a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off.

As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position.

The pay scale is $18.56 - $26.72 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 applicant’s years of experience align.

Associated benefit information can be viewed here.