Senior Contact Center Specialist

Parkland Health•Parkland, FL

About The Position

PRIMARY PURPOSE Identifies caller’s needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. Serves as entry-level preceptor for lower-level staff. MINIMUM SPECIFICATIONS Education None. Experience Must have three (3) years of customer service experience. One year experience in Parkland’s Call Center preferred. Equivalent Education and/or Experience May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above. Certification/Registration/Licensure None. Required Tests for Placement None. Skills or Special Abilities Must be bilingual (Spanish). Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment. Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors. Must successfully pass a pre-employment spelling test with a minimum score of 85%. Must successfully pass a customer service skills test with a minimum score of 80%. Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person. Must be able to demonstrate a working knowledge of applicable department and hospital software applications, personal computers, and standard office equipment. Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures. Must be able to solve moderate to complex problems within established Call Center policies and procedures. Must demonstrate a positive demeanor, good verbal and written communication skills. Must be able to successfully complete additional job-related training when offered. Must be able to function in a team environment. Responsibilities Uses multiple software applications to process incoming and outgoing calls. Connects appropriate extensions and provides adequate information to ensure prompt and efficient communication. Understands importance of and consistently follows emergency code notification processes and procedures through appropriate use of telecommunications systems. Assists in training Call Center Representatives by serving as a “role model” during training sessions to ensure team members are trained in the non-clinical functions of the Call Center. Demonstrates active listening skills to identify caller’s need. Consistently keeps caller informed of call process. Gathers and inputs information as needed to route calls appropriately. Maintains acceptable productivity and quality standards as established by management to ensure the Call Center operates effectively and efficiently. Understands and appropriately utilizes all supplies and equipment, demonstrating responsible stewardship in the use of Parkland’s resources. Job Accountabilities Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland. Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding. Parkland Health, one of the nation’s largest public hospital systems, is dedicated to delivering exceptional care to the Dallas community. A career at Parkland means joining a collaborative, engaged team focused on excellence, innovation, and patient-centered service. Our employees are supported with resources to grow, succeed, and make a meaningful impact every day.

Requirements

Must have three (3) years of customer service experience.
Must be bilingual (Spanish).
Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment.
Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors.
Must successfully pass a pre-employment spelling test with a minimum score of 85%.
Must successfully pass a customer service skills test with a minimum score of 80%.
Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person.
Must be able to demonstrate a working knowledge of applicable department and hospital software applications, personal computers, and standard office equipment.
Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures.
Must be able to solve moderate to complex problems within established Call Center policies and procedures.
Must demonstrate a positive demeanor, good verbal and written communication skills.
Must be able to successfully complete additional job-related training when offered.
Must be able to function in a team environment.

Nice To Haves

One year experience in Parkland’s Call Center preferred.

Responsibilities

Uses multiple software applications to process incoming and outgoing calls.
Connects appropriate extensions and provides adequate information to ensure prompt and efficient communication.
Understands importance of and consistently follows emergency code notification processes and procedures through appropriate use of telecommunications systems.
Assists in training Call Center Representatives by serving as a “role model” during training sessions to ensure team members are trained in the non-clinical functions of the Call Center.
Demonstrates active listening skills to identify caller’s need.
Consistently keeps caller informed of call process.
Gathers and inputs information as needed to route calls appropriately.
Maintains acceptable productivity and quality standards as established by management to ensure the Call Center operates effectively and efficiently.
Understands and appropriately utilizes all supplies and equipment, demonstrating responsible stewardship in the use of Parkland’s resources.
Identifies ways to improve work processes and improve customer satisfaction.
Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure.
Integrates knowledge gained into current work practices.
Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area.
Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans.
Seeks advice and guidance as needed to ensure proper understanding.