Contact Center Rep

Baystate Health • Holyoke, MA

2d • Remote

About The Position

Contact Center Representative - Contact Center Contact Center Representative in Holyoke, MA | Baystate Health Careers Department: Contact Center Location: Remote opportunity for MA & CT residents Job Type: per diem Shift: Days Make an Impact with Baystate Health Baystate Health is seeking a Contact Center Representative to join our Contact Center in support of patients and providers throughout the Baystate Health System. The Contact Center works closely with patients, physicians, Baystate Medical Practices, community providers, and clinical teams to help ensure timely, appropriate access to care. The Contact Center Representative role offers the opportunity to make a meaningful impact by helping patients connect with the right care at the right time while providing professional, compassionate service to patients and referring providers. As part of a fast-paced, high-energy team, the Contact Center Representative will use strong communication, customer service, and organizational skills to support appointment scheduling, respond to provider and patient needs, and help create positive experiences across the healthcare system.

Requirements

• Two years of prior experience in a physician office or two years of prior experience in a customer service setting.
• Ability to communicate professionally and effectively with patients, physicians, medical professionals, and internal and external customers.
• Ability to use telephone, computer, and related technology in a fast-paced environment.
• Ability to actively listen, understand customer needs, and respond appropriately.
• Strong oral, written, and interpersonal communication skills.
• Ability to maintain strict confidentiality.
• Ability to type greater than 40 words per minute.

Nice To Haves

• Successful completion of a medical terminology course or willingness to complete an approved medical terminology course within one year of hire.
• Experience working with physicians or other medical professionals.
• Spanish language skills, written and verbal, may be beneficial in some settings.
• Experience with healthcare clinical or administrative systems, including CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I Privileges, or 3M, as applicable.
• Demonstrated ability to adapt to new processes, software, and technology.

Responsibilities

• Respond to physician, Baystate Medical Practices, and community provider requests to help ensure timely access to care.
• Assist patients with scheduling appropriate appointments and consultations.
• Respond professionally and courteously to requests received by telephone, fax, and online portals.
• Ensure accurate appointment types and durations are selected based on patient and provider needs.
• Accurately document interactions and follow established processes, protocols, and confidentiality standards.
• Use Baystate clinical and administrative systems to access and communicate patient and physician information.
• Meet departmental quality assurance, customer service, productivity, and call-processing accuracy standards.
• Collaborate effectively with physicians, clinical teams, medical practices, and Contact Center colleagues to deliver a positive patient and provider experience.

Benefits

• Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

What This Job Offers

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