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Sr., Contact Center Specialist

4 months ago

Dallas, United States Parkland Health and Hospital System Full time

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that’s served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It’s our passion.

PRIMARY PURPOSE

Identifies caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. Serves as entry-level preceptor for lower level staff.

MINIMUM SPECIFICATIONS

Education:

  • None.


Experience:

  • Must have three years of customer service experience.
  • One year experience in Parkland's Call Center preferred.


Certification/Registration/Licensure:

  • None.


Equivalent Education and/or Experience:

  • May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.


Skills or Special Abilities:

  • Must be bilingual (Spanish).
  • Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment.
  • Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors.
  • Must successfully pass a pre-employment spelling test with a minimum score of 85%.
  • Must successfully pass a customer service skills test with a minimum score of 80%.
  • Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person.
  • Must be able to demonstrate a working knowledge of applicable department and hospital software applications, personal computers, and standard office equipment.
  • Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures.
  • Must be able to solve moderate to complex problems within established Call Center policies and procedures.
  • Must demonstrate a positive demeanor, good verbal and written communication skills.
  • Must be able to successfully complete additional job related training when offered.
  • Must be able to function in a team environment.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status. As part of our commitment to our patients and employees’ wellness, Parkland Health is a tobacco and smoke-free campus.