Contact Center Agent - Orthopedics Stamford

Stamford Health • Stamford, CT

2d • Onsite

About The Position

The Contact Center Agent provides answering services and schedules medical appointments and procedures within Orthopedics. As a first point of welcome for callers, the agent handles patient inquiries, concerns, and requests, anticipates patient needs, and provides accurate, efficient service. The agent gathers patient information and follows established protocols to schedule appointments and procedures within the Stamford Health system, helping ensure patient needs are met and promoting an optimal Patient Experience. The role 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.
• Ability to type accurately at 40 words per minute.
• 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 interactions with angry or upset patients.
• Solid verbal communication and interpersonal skills, including phone interactions, listening, maintaining rapport, showing empathy, and using proper telephone etiquette.
• Good grammar, articulation, and speech clarity.

Nice To Haves

• Call Center or Customer Service experience in a healthcare setting is preferred.
• Experience in a hospital, clinic, or medical office scheduling environment is highly preferred.

Responsibilities

• Respond to telephone inquiries from patients, physicians, employees, and other callers about appointments, referrals, provider messages, and Stamford Health services, following established guidelines.
• Use physician protocols to schedule appointments and 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 handle them.
• Display inquiry, empathy, courtesy, and respect in all customer interactions.
• Elicit patient information and follow established protocols to schedule medical appointments and procedures.
• Effectively resolve customer issues, complaints, and inquiries while keeping patient satisfaction and quality assurance central to decisions and behavior.

What This Job Offers

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