Customer Access Assistant​/UKHC

Overview

Job Summary

Under the supervision of the Senior Manager of the Medical Contact Center, the MCC Call Agent is responsible for answering calls from state-wide and out-of-state physicians; forwarding these calls to appropriate physicians and other UK Health Care clinics, divisions and departments. The call agent will also facilitate calls from referring physicians for transfers and admission to UKHC. Call agents are required to interact with professionals who are often working under time constraints, caring for patients who are experiencing serious health events.

Call agents are expected to provide a high level of efficiency, accuracy and courtesy while initiating callers’ requests. The selected candidate will be required to learn a working knowledge of the UK Health Care system, some general medical terminology, procedures and information regarding hospital programs and services. This position is fully on-site.

• Answer calls from state-wide and out-of-state physicians; forward calls to appropriate physicians and UK Health Care clinics, divisions and departments.
• Facilitate calls from referring physicians for transfers and admission to UKHC.
• Interact with professionals who are often working under time constraints and caring for patients with serious health events.
• Provide a high level of efficiency, accuracy and courtesy while initiating callers’ requests.
• Learn a working knowledge of the UK Health Care system, general medical terminology, procedures and information regarding hospital programs and services.

• Knowledge of medical terminology.
• Ability and dedication to provide outstanding customer service.
• Ability to use multiple computer applications including an Internet-based phone system.
• Ability to multitask and work as part of a team.
• Typing, attention to detail, and exceptional communication skills.

• Some college and at least three full years of related employment experience.

Required License/Registration/Certification:
None.

This position requires regularly sitting at a computer workstation for extended periods of time; and occasionally performing tasks with repetitive motions (such as typing); and standing or walking with objects weighing up to 10 pounds.

9a-7p, four days per week with occasional weekends and holidays required per department needs. This position is fully on-site.

No

Final date to receive applications 03/19/2026

We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone 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. The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination.

The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status. 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.

• Required fields are indicated with an asterisk (*).
• 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
• Please explain your work-related experience with multitasking and dealing with multiple interruptions. This is an open-ended question.
• What is your definition of exceptional customer service? Give specific examples of how you have provided exceptional customer service in previous positions. This is an open-ended question.