JOB SUMMARY

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The Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails, and electronic requests to assist as front-line help for product and/or service requests. This may include, but is not limited to, technical help, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems, and providing information on behalf of the institution.

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ESSENTIAL FUNCTIONS OF THE ROLE

\n\nResponds to, and resolve routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests.\nEnsures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.\nProvides accurate, valid and complete information to customers by using the right methods and tools. Identifies emergent health situations based on caller information and coordinates immediate triage.\nWorks collaboratively with providers, clinical staff, and other departments to ensure patients? needs are met.\nAccountable for calming upset customers by providing a composed and professional demeanor.\nIdentifies and escalates priority issues for resolution.\nDocuments all customer contacts and accurately processes various documents to ensure optimal service.\nAccurately schedules prepare and communicate appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with the system and operating guidelines.\nMay be required to ensure the accurate creation of new accounts in the electronic medical record system, avoid the creation of duplicate accounts, and verify insurance coverage.\nWrites messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.\n\n

KEY SUCCESS FACTORS

\n\nExperience in a call center, customer service and/or healthcare setting preferred. Should possess a moderate understanding of general aspects of the job.\nRequires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette.\nExcellent data entry, numeric, data entry, and computer navigational skills.\nKnowledge of the patient portal is preferred.\nKnowledge of customer service values and practices is preferred.\nKnowledge of call center telephony and technology preferred.\nAbility to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.\nComfortable working in a fast-paced, constantly changing, and stressful environment.\n\n

BENEFITS

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Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: 

\n\nImmediate eligibility for health and welfare benefits\n401(k) savings plan with dollar-for-dollar match up to 5%\nTuition Reimbursement\nPTO accrual beginning Day 1\n\n

Note: Benefits may vary based on position type and/or level

QUALIFICATIONS

- EDUCATION - H.S. Diploma/GED Equivalent

- EXPERIENCE - Less than 1 Year of Experience