Contact Center Specialist II

CoxHealth•Springfield, MO

1d•Onsite

About The Position

The Contact Center Specialist II manages interactions with consumers to provide a high level of customer service and help patients access their providers. The role answers consumer inquiries, directs consumers to the appropriate department, provides centralized scheduling services for clinics, and performs other duties that support patient access. The position is based at CoxHealth’s West Campus (Chase) in Springfield, Missouri. It is scheduled for 40 hours per week, from 8:00 AM to 5:00 PM on the day shift.

Requirements

High school diploma or equivalent.
At least 1 year of customer service experience, or completion of Contact Center Specialist I competencies for a minimum of 6 months, or equivalent skills.
Strong customer service skills demonstrating empathy, kindness, safety, and compassion.
Problem-solving skills to analyze and respond to consumer inquiries.
Ability to work independently and as a team member.
Excellent time management skills.
Professional written and verbal communication skills.
Proficiency in Microsoft Office programs and healthcare-related programs.
Ability to multitask, manage call volume, and prioritize patient needs.
Ability to make timely decisions and provide the best possible outcome.
Competency in the required skills for Contact Center Specialist I or equivalent skills.

Nice To Haves

2 or more years of customer service experience.
Healthcare experience.
Call center experience.

Responsibilities

Answer consumer inquiries and provide a high level of customer service.
Direct consumers to the appropriate department.
Provide centralized scheduling services for clinics.
Perform other duties that help patients access their providers.
Analyze and respond to consumer inquiries, manage call volume, prioritize patient needs, and make timely decisions to provide the best possible outcome.