Contact Center Agent I

OSF HealthCare•Peoria, IL

8h•Remote

About The Position

The Contact Center Agent I contributes to the overall patient experience by providing exceptional customer service to patients, families, caregivers, providers, and the community. In a contact center environment, the agent performs a complex variety of patient care activities, including accurate appointment scheduling and pre-registration to support first-contact resolution and optimize patient flow. The agent demonstrates OSF’s mission and service standards while responding to patient inquiries and concerns, and collaborates with physician offices and clinical departments to coordinate services, prepare patients for visits, and maintain support processes. This is a work-from-home position for candidates residing within 60 miles of the OSF Peoria location. Initial onsite training is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m., for up to six weeks.

Requirements

High school diploma or GED.
Two years of customer service experience.
Strong customer service skills, including courtesy, compassion, and empathy.
Ability to multitask, use dual monitors, and enter data while handling telephone conversations.
Ability to work in multiple electronic systems at once.
Availability for a flexible schedule that may include evening, weekend, and holiday shifts.
Computer proficiency and typing speed of at least 35 words per minute.
Strong verbal and written communication skills, including good voice quality, diction, and articulation.
Ability to work independently and learn on the job.
Ability to recognize and solve typical problems in the work area without supervisory approval and select solutions for established operations.

Nice To Haves

Bachelor’s degree.
Two years of customer service experience in a healthcare setting.
Knowledge of terminology used by insurance and managed care health plans.
Knowledge of medical terminology.
Knowledge of functions and relationships within a hospital environment.

Responsibilities

Provide exceptional customer service to patients, families, caregivers, providers, and the community.
Schedule appointments accurately and complete pre-registration activities.
Respond to patient inquiries and concerns while demonstrating OSF’s mission and service standards.
Collaborate with physician offices and clinical departments to coordinate services and prepare patients for visits.
Maintain support processes and work toward first-contact resolution and optimized patient flow.
Handle telephone conversations while entering customer information into a computer in real time.
Use multiple electronic systems to manage consumer needs.