Baylor Scott & White Health
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Contact Center Specialist
role at
Baylor Scott & White Health .
Job Summary The Contact Center Specialist 1 works under close supervision, responding to routine inbound phone calls, emails, and electronic requests. Responsibilities include 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.
Essential Functions Of The Role
Respond to routine inquiries, complaints and concerns through inbound phone calls, emails, and electronic requests, ensuring a positive and exemplary experience with all customers.
Provide accurate, valid and complete information to customers using the right methods and tools.
Identify emergent health situations based on caller information and coordinate immediate triage.
Work collaboratively with providers, clinical staff and other departments to ensure patients’ needs are met.
Calm upset customers with a composed and professional demeanor; identify and escalates priority issues for resolution.
Document all customer contacts and accurately process various documents to ensure optimal service.
Accurately schedule, prepare and communicate appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines.
Ensure accurate creation of new accounts in the electronic medical record system, avoiding duplicate accounts and verifying insurance coverage.
Write 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.
Good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette.
Excellent data entry, numeric, typing and computer navigation 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 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%
Tuition reimbursement
PTO accrual beginning Day 1
Qualifications
Education: H.S. Diploma/GED Equivalent
Experience: Less than 1 Year of Experience
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Hospitals and Health Care (Industry)
Location: Temple, TX.
#J-18808-Ljbffr
Contact Center Specialist
role at
Baylor Scott & White Health .
Job Summary The Contact Center Specialist 1 works under close supervision, responding to routine inbound phone calls, emails, and electronic requests. Responsibilities include 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.
Essential Functions Of The Role
Respond to routine inquiries, complaints and concerns through inbound phone calls, emails, and electronic requests, ensuring a positive and exemplary experience with all customers.
Provide accurate, valid and complete information to customers using the right methods and tools.
Identify emergent health situations based on caller information and coordinate immediate triage.
Work collaboratively with providers, clinical staff and other departments to ensure patients’ needs are met.
Calm upset customers with a composed and professional demeanor; identify and escalates priority issues for resolution.
Document all customer contacts and accurately process various documents to ensure optimal service.
Accurately schedule, prepare and communicate appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines.
Ensure accurate creation of new accounts in the electronic medical record system, avoiding duplicate accounts and verifying insurance coverage.
Write 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.
Good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette.
Excellent data entry, numeric, typing and computer navigation 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 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%
Tuition reimbursement
PTO accrual beginning Day 1
Qualifications
Education: H.S. Diploma/GED Equivalent
Experience: Less than 1 Year of Experience
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Hospitals and Health Care (Industry)
Location: Temple, TX.
#J-18808-Ljbffr