Contact Center Specialist I - SRS Contact Center - Day Shift - Full Time

Sharp Healthcare

4d•$25 - $32•Onsite

About The Position

With minimal supervision, Contact Center Specialist supports patients by completing new patient registration, acclimating patients to SRS features and programs. Contact Center Specialist answer incoming calls for Sharp Rees Stealy Medical Centers. CCS are responsible for interacting with patients to obtain demographic information necessary to create or update patient account. Verifies insurance eligibility prior to scheduling appointments utilizing various automated eligibility systems. Operates electronic health record system to obtain and record information; in addition, responsible for clearly and effectively communicating messages to patient/clinic staff. This position is responsible for supporting patients via various communication channels. CCS are expected to provide a provide a high level of customer service in a fast-paced environment while meeting established metrics. Other related duties as assigned.

Requirements

H.S. Diploma or Equivalent
1 Year relevant work experience in customer service, retail, or call center; or two years of post-secondary education or higher.
Ability to work in a fast-paced environment while navigating multiple programs and effectively use on-line resources.
Excellent telephonic communication with the ability to explain concepts in a clear and articulate manner.
Ability to multi-task with regular interruptions and maintain a high degree of accuracy.
Strong computer skills.
Ability to focus on task while exhibiting a sense of urgency.

Nice To Haves

Experience serving customers in a service-oriented environment, preferably in a call center or medical office.

Responsibilities

Provide prompt, accurate, and excellent customer service to internal and external customers utilizing the established quality standards.
Actively listen and appropriately evaluate the customers' needs and respond to established policies and procedures.
Directs caller to appropriate service within SRS or SHC whichever is appropriate.
Work collaboratively with site partners to accomplish patient needs in an efficient manner.
Demonstrates effective teamwork with coworkers to provide positive outcomes for patients, internal and external customers as well as peers.
Able to adhere to Quality Assurance standards providing all callers with excellent customer service.
Determine appropriate visit type and duration based on patient needs and physician schedule
Updates patient demographics, appointment site location and verifies any collector codes.
Demonstrates ability to navigate electronic health record to schedule appointments in a manner that is transparent to patient/caller.
Creates tasks are clear and concise and sent with appropriate level of priority with minimal level of assistance needed.
Ensures all appropriate options are offered to patient to meet immediate or future needs
Screens and directs phone calls, relays accurate and complete messages.
Utilizes good grammar, spelling and approved abbreviations.
Provides accurate and helpful information.
Knowledgeable of and utilizes downtime procedure.
Delivers the Sharp Experience on all phone calls.
Review and resolve patient messages within scope of CCS role.
Route unresolved messages to appropriate team member or clinical partner for resolution in timely fashion.
Communicate with patients via chat or email.
Provide real time support for patients concerns and provide guidance to seeking care.
The CCS will be expected to respond quickly through live chat and providing courteous and professional customer service as defined by The Sharp Experience.
The CCS may be engaged in multiple channels simultaneously
Effectively manages schedule to ensure optimal phone coverage to support service goal of answering 80% of calls within 30 seconds
Utilizes not ready codes appropriately as defined.
Adheres to assigned start time, breaks and lunch schedules.
Ensures conformance to schedule by taking the correct amount of time for breaks and lunches.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Quickly and easily adapts to changing business needs with minimal intervention from leaders.