Contact Center Specialist

Baylor Scott & White Health•Round Rock, TX

22h

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

Requires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette.
Excellent data entry, numeric, data entry, and computer navigational skills.
Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
Comfortable working in a fast-paced, constantly changing, and stressful environment.
H.S. Diploma/GED Equivalent
Less than 1 Year of Experience

Nice To Haves

Experience in a call center, customer service, or healthcare setting is preferred.
Should have a moderate understanding of general job aspects.
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 to ensure timely arrival, appointment preparedness, testing, and optimal reimbursement.
May need to ensure accurate creation of new accounts in the electronic medical record system, avoid duplicate accounts, and verify insurance coverage.
Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.