Baylor University Medical Center
Contact Center Specialist
Baylor University Medical Center, Temple, Texas, United States, 76501
Baylor Scott & White Health Contact Center Specialist
Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our core values are: We serve faithfully by doing whats right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. The Contact Center Specialist 1, under close supervision, responds to routine inbound calls, emails, and electronic requests. They assist as front-line help for product and service requests. This may include technical help, answering questions, registering new patients, and scheduling healthcare appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and provide information for the institution. Essential functions of the role include: Responding to and resolving routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests. Ensuring a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution. Providing accurate, valid, and complete information to customers using the right methods and tools. Identifying emergent health situations based on caller information. Coordinating immediate triage. Working collaboratively with providers, clinical staff, and other departments to ensure patients needs are met. Accountable for calming upset customers by providing a composed and professional demeanor. Identifying and escalating priority issues for resolution. Documenting all customer contacts and accurately processing various documents to ensure optimal service. Scheduling, preparing, and communicating appointment details and financial information. This ensures timely arrival, appointment preparedness, testing, and optimal reimbursement. May need to ensure accurate creation of new accounts in the electronic medical record system, avoid duplicate accounts, and verify insurance coverage. Writing messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff. Key success factors include: Experience in a call center, customer service, or healthcare setting is preferred. Requires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette. Excellent data entry, numeric, data entry, and computer navigational skills. Knowledge of the patient portal is preferred. Knowledge of customer service values and practices is 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. We believe that all people should feel welcomed, valued, and supported, and that our workforce should be reflective of the communities we serve. Qualifications: Education - H.S. Diploma/GED Equivalent Experience - Less than 1 Year of Experience
Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our core values are: We serve faithfully by doing whats right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. The Contact Center Specialist 1, under close supervision, responds to routine inbound calls, emails, and electronic requests. They assist as front-line help for product and service requests. This may include technical help, answering questions, registering new patients, and scheduling healthcare appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and provide information for the institution. Essential functions of the role include: Responding to and resolving routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests. Ensuring a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution. Providing accurate, valid, and complete information to customers using the right methods and tools. Identifying emergent health situations based on caller information. Coordinating immediate triage. Working collaboratively with providers, clinical staff, and other departments to ensure patients needs are met. Accountable for calming upset customers by providing a composed and professional demeanor. Identifying and escalating priority issues for resolution. Documenting all customer contacts and accurately processing various documents to ensure optimal service. Scheduling, preparing, and communicating appointment details and financial information. This ensures timely arrival, appointment preparedness, testing, and optimal reimbursement. May need to ensure accurate creation of new accounts in the electronic medical record system, avoid duplicate accounts, and verify insurance coverage. Writing messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff. Key success factors include: Experience in a call center, customer service, or healthcare setting is preferred. Requires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette. Excellent data entry, numeric, data entry, and computer navigational skills. Knowledge of the patient portal is preferred. Knowledge of customer service values and practices is 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. We believe that all people should feel welcomed, valued, and supported, and that our workforce should be reflective of the communities we serve. Qualifications: Education - H.S. Diploma/GED Equivalent Experience - Less than 1 Year of Experience