Contact Center Spec 1
Company: Baylor Scott & White Health
Location: Plano
Posted on: June 25, 2022
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Job Description:
JOB SUMMARY
The Contact Center Specialist 1, working 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 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.
ESSENTIAL FUNCTIONS OF THE ROLE
Responds to, and resolves routine inquiries, complaints and
concerns through inbound phone calls, emails and electronic
requests. Ensures a positive and exemplary experience with all
customers by focusing on customer satisfaction and resolution.
Provides 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.
Works collaboratively with providers, clinical staff and other
departments to ensure patients? needs are met.
Responsible for calming upset customers by providing a composed and
professional demeanor. Identifies and escalates priority issues for
resolution.
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 ensure accurate creation of new accounts in the
electronic medical record system, avoiding the creation of
duplicate accounts, and verifying 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.
Requires 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
Our competitive benefits package includes the following
QUALIFICATIONS
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - Less than 1 Year of Experience
Keywords: Baylor Scott & White Health, Plano , Contact Center Spec 1, Other , Plano, Texas
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