Contact Center Agent - Orthopedics Stamford

Stamford Health • Stamford, CT

3d • $24 - $29 • Onsite

About The Position

The Contact Center Agent provides answering services and schedules medical appointments and/or procedures within Orthopedics. The role is the first point of welcome for callers and also handles patient inquiries, concerns, and requests. The agent anticipates patient needs, shows genuine interest, and provides accurate, efficient service to patient and customer callers. Following established protocols, the agent elicits patient information and schedules appointments and/or procedures within the Stamford Health system, helping ensure patient needs are met and promoting an optimum patient experience. The agent builds effective relationships with patients and their families through active listening, empathy, rapport, courtesy, respect, and professionalism.

The position is based at Chelsea Piers, 1 Blachley Road, 2nd floor, Stamford, and is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m.

Requirements

• High school diploma or equivalent.
• 1 to 2 years of call center or customer service experience; healthcare experience is preferred.
• Ability to type accurately at 40 WPM.
• Ability to sit for prolonged periods and wear a headset.
• Ability to work in a structured, fast-paced, often high-pressure environment while maintaining composure in stressful situations and managing and diffusing upset patients.
• Solid verbal communication and interpersonal skills, including comfort interacting with customers by phone and other channels, listening, maintaining rapport, showing empathy, using proper telephone etiquette, and demonstrating good grammar, articulation, and speech clarity.
• Ability to take ownership for effectively resolving customer issues, complaints, and inquiries, keeping patient satisfaction and quality assurance central to decisions and behavior.

Nice To Haves

• Experience working in a hospital, clinic, or medical office scheduling environment is highly preferred.
• Call center or customer service experience in a healthcare setting is preferred.

Responsibilities

• Respond to telephone inquiries from patients, physicians, employees, and other callers about appointments, referrals, provider messages, and Stamford Health system services, following established guidelines.
• Use physician protocols to schedule appointments and/or procedures and meet Contact Center performance goals.
• Use Stamford Health healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer questions, verify insurance, and perform scheduling functions.
• Process calls efficiently, remain aware of call volumes, and work as part of the team to manage call volume.
• Display inquiry, empathy, courtesy, and respect in all customer interactions.
• Elicit patient information and follow established protocols to schedule medical appointments and/or procedures.
• Take ownership of resolving customer issues, complaints, and inquiries while prioritizing patient satisfaction and quality assurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED