Contact Center Specialist - Hybrid

Baylor Scott & White Health • Rowlett, TX

124d • Hybrid

About The Position

The Contact Center Specialist 1, under close supervision, responds to routine inbound calls, emails, and electronic requests. They assist as front-line help for product and service requests. This may include technical help, answering questions, registering new patients, and scheduling healthcare appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and provide information for the institution.

Requirements

• H.S. Diploma/GED Equivalent
• Less than 1 Year of Experience
• Experience in a call center, customer service, or healthcare setting is preferred.
• Good listening, interpersonal and communication skills.
• Professional, nice and respectful telephone etiquette.
• Excellent data entry, numeric, data entry, and computer navigational skills.

Nice To Haves

• Knowledge of the patient portal is preferred.
• Knowledge of customer service values and practices is preferred.
• Knowledge of call center telephony and technology preferred.

Responsibilities

• Responds to, and resolve routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests.
• Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
• Provides accurate, valid, and complete information to customers using the right methods and tools.
• Identifies emergent health situations based on caller information and coordinates immediate triage.
• Works collaboratively with providers, clinical staff, and other departments to ensure patients' needs are met.
• Accountable for calming upset customers by providing a composed and professional demeanor.
• Identifies and escalates priority issues for resolution.
• Documents all customer contacts and accurately processes various documents to ensure optimal service.
• Schedules, prepares, and communicates appointment details and financial information.
• Ensures accurate creation of new accounts in the electronic medical record system, avoids duplicate accounts, and verifies insurance coverage.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

Benefits

• Eligibility on day 1 for all benefits
• Dollar-for-dollar 401(k) match, up to 5%
• Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
• Immediate access to time off benefits

What This Job Offers

• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees