Contact Center Agent

Lifepoint Health•Louisville, KY

About The Position

The Contact Center Agent will interact, on a daily basis, with vendors, contractors, and suppliers of Lifepoint, via telephone, and sometimes via email. Agent will look up Purchase Orders and Invoices and provide the client with the status. At times, escalation of the client’s situation will be required. Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country. We employ and provide care to people from all walks of life. We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.

Requirements

High school diploma required.

Responsibilities

Answers inbound calls and emails, in alignment with identified process as well as service level goals
Accurately collects and/or validates client information in Five9, ServiceNow, Oracle, and other applications.
Uses professional communication etiquette and listening skills to assist clients with their needs.
Builds a safe and trustworthy environment with clients, by utilizing both scripted and non-scripted communication methods.
Addresses the client’s question(s) in a satisfactory manner, including showing the client how to self-serve for when a similar need arises in the future.
De-escalates situations involving dissatisfied clients, offering assistance in a patient and supportive manner.
Utilizes and maneuvers between several different applications using dual monitors.
Maintains accurate and up to date information in the documentation system(s).
Meets specified goals and objectives, as assigned by management, on a regular basis.
Maintains confidentiality of client information at all times.
Provides exceptional customer service to all clients.
Escalates any problems that may arise to management.
Adheres to the prescribed policies and procedures as outlined in the Employee Handbook, the Employee Code of Conduct, the Work from Home Requirements, and Call Center Guidelines.
Maintains awareness of, and actively participates in, the Corporate Compliance Program.
Assists with other projects as assigned by management.
Adheres to work schedule on a consistent basis.