Contact Center Specialist II (N)

CoxHealth•Springfield, MO

2d•Onsite

About The Position

The Contact Center Specialist II is responsible for managing interactions with consumers to ensure a high level of customer service. Key responsibilities include answering consumer inquiries, directing them to the appropriate department, centralized scheduling services for clinics, and other duties related to ensuring patients can easily access their provider(s). CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. The organization includes six hospitals, 5 ERs, and over 80 clinics. CoxHealth has earned numerous honors for workplace excellence, including being named one of Modern Healthcare’s Best Places to work five times, and recognized by Newsweek and Plant-A Insights Group for various workplace awards. Forbes has also acknowledged CoxHealth as one of the Best Employers for New Grads, and Healthcare Innovation has recognized them as a Top Company to Work for in Healthcare.

Requirements

High school diploma or Equivalent
1-year customer service experience and/or competency completed in Contact Center Specialist I role for a minimum of 6 months or equivalent skills.
Strong customer services skills that demonstrate empathy, kindness, safety, and compassion
Problem solving skills to analyze and respond to consumer inquiries
Ability to work independently and as a member of a team
Possess excellent time management skills
Professional written and verbal communication skills
Proficient in Microsoft Office Programs as well as healthcare related programs
Ability to multi-task, manage call volume and prioritize patient needs
Ability to make timely decisions and provide best possible outcome
Competency in required skills as a Contact Center Specialist I or equivalent skills

Nice To Haves

2+ year customer service experience
healthcare experience
call center experience

Responsibilities

Managing interactions with consumers to ensure a high level of customer service.
Answering consumer inquiries.
Directing consumers to the appropriate department.
Centralized scheduling services for clinics.
Performing other duties related to ensuring patients can easily access their provider(s).