Contact Specialist (Hybrid) - Neurology - Mechanicsville
About The Position
The Contact Specialist primarily supports inquiries related to registration, general information, clinical connection, work queues, and messaging. The role serves as a first point of contact for inbound and outbound patient care inquiries and requests through an omni-channel center. Using CRM tools, the specialist provides front-line customer support, resolves most issues, and applies critical thinking to determine how to handle customer inquiries. The specialist organizes work and resources to accomplish objectives, participates in a peer mentor/mentee program, and communicates patient-care issues and process-improvement opportunities to a supervisor. The role requires collaboration to support timely information flow, meeting productivity requirements, maintaining stable performance under pressure, satisfactory attendance and punctuality, and the ability to work with minimal supervision.
Requirements
- High school diploma or GED.
- 1–2 years of customer service experience.
- Critical-thinking and problem-solving skills.
- Active-listening skills.
- Solid computer knowledge and skills, including the ability to navigate complex systems and troubleshoot.
- Ability to multitask.
- Excellent written and verbal communication skills, including spelling and grammar.
Nice To Haves
- College experience.
- Contact center experience.
- Knowledge of medical terminology.
- Prior healthcare experience.
- Medical insurance experience.
- Previous experience using EPIC, Salesforce, or other customer relationship management software.
Responsibilities
- Support inquiries related to registration, general information, clinical connection, work queues, and messaging.
- Serve as the first point of contact for inbound and outbound patient care inquiries and requests through the omni-channel center.
- Use CRM tools to provide front-line customer support, resolve most issues, and determine how to address inquiries.
- Organize work and resources to accomplish objectives.
- Participate in the peer mentor/mentee program.
- Proactively communicate patient-care issues and process-improvement opportunities to a supervisor.
- Collaborate with others to ensure concise and timely information flow.
- Meet productivity requirements to support excellent patient care.
- Maintain stable performance under pressure and manage stress in ways that preserve relationships with patients and coworkers.
- Maintain satisfactory attendance and punctuality under company and department policies.
- Work with minimal supervision.
Benefits
- Competitive pay, incentives, referral bonuses, and a 403(b) with employer contributions when eligible.
- Medical, dental, vision, and prescription coverage; HSA/FSA options; life insurance; mental health resources; and discounts.
- Paid time off, parental and FMLA leave, short- and long-term disability, and backup care for children and elders.
- Tuition assistance, professional development, and continuing education support.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
