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Contact Center Specialist
3 months ago
**JOB SUMMARY**
**ESSENTIAL FUNCTIONS OF THE ROLE**
- 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.
- Accountable 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 prepare and communicate appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with the system and operating guidelines.
- May be required to ensure the accurate creation of new accounts in the electronic medical record system, avoid the creation of 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.
- 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.
**BENEFITS**
Our competitive benefits package includes the following
- 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
Note: Benefits may vary based on position type and/or level
**QUALIFICATIONS**
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - Less than 1 Year of Experience
