Baylor Scott & White Health
Overview
The Contact Center Specialist 1, under close supervision, responds to routine inbound phone calls, emails and electronic requests to assist as front line support for product and/or service requests. This may include, but is not limited to, technical support, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems and providing information on behalf of the institution.
Responsibilities
Responds to and resolves routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests, ensuring a positive customer experience and satisfaction.
Provides accurate, valid and complete information to customers using the appropriate 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.
Maintains a calm, professional demeanor when dealing with upset customers and escalates priority issues as needed.
Documents all customer contacts and accurately processes various documents to ensure optimal service.
Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. May be required to create 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.
Key Success Factors
Experience in a call center, customer service and/or healthcare setting preferred. Should possess a moderate understanding of general aspects of the job.
Good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette.
Excellent data entry, numeric, typing and computer navigational skills.
Knowledge of patient portal preferred.
Knowledge of customer service principles and practices preferred.
Knowledge of call center telephony and technology preferred.
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.
Benefits
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
Tution Reimbursement
PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
Qualifications
EDUCATION - H.S. Diploma/GED Equivalent
EXPERIENCE - Less than 1 Year of Experience
Additional Details
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Hospitals and Health Care
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Responsibilities
Responds to and resolves routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests, ensuring a positive customer experience and satisfaction.
Provides accurate, valid and complete information to customers using the appropriate 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.
Maintains a calm, professional demeanor when dealing with upset customers and escalates priority issues as needed.
Documents all customer contacts and accurately processes various documents to ensure optimal service.
Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. May be required to create 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.
Key Success Factors
Experience in a call center, customer service and/or healthcare setting preferred. Should possess a moderate understanding of general aspects of the job.
Good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette.
Excellent data entry, numeric, typing and computer navigational skills.
Knowledge of patient portal preferred.
Knowledge of customer service principles and practices preferred.
Knowledge of call center telephony and technology preferred.
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.
Benefits
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
Tution Reimbursement
PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
Qualifications
EDUCATION - H.S. Diploma/GED Equivalent
EXPERIENCE - Less than 1 Year of Experience
Additional Details
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Hospitals and Health Care
#J-18808-Ljbffr