Contact Center Agent

1 month ago

San Antonio, United States UT Health San Antonio Full time
Job Description

This is an onsite position in a hybrid technology based/live agent contact center for Dentistry at the University of Texas-San Antonio. This is a fast-paced environment, and the ideal candidate will be able to navigate a state-of-the-art technology-based call center platform and electronic health record. The ability to provide outstanding customer service and creative problem solving, while managing inbound/outbound patient inquiries and requests under direct supervision is necessary. Initial and ongoing training is required of all active agents. Previous service excellence experience within the contact center space is preferred but not required. Spanish language proficiency is desirable, but not required.

Responsibilities

1. Responsible for handling a high volume of patient and clinical business calls.

2. Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.

3. Schedule appointments for new and existing patients following assigned clinic scheduling guidelines and protocols. Ensuring accurate demographics and insurance information in registration to verify current eligibility and inform the caller of items to bring to their appointment (ID, Insurance Cards, Imaging (MRI/XRays) and the co-payments are expected at the time of service and communicate patient information to Benefit Coordinators, Surgery Schedulers and Billing Department.

4. Assists patients with any questions, concerns, medication refills and sending messages to appropriate provider or clinical staff.

6. Completes outbound calls to schedule patients, adhering to processes and procedures of those assignments.

7. Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call.

8. Expert knowledge to provide exceptional service and appointment scheduling for all clinical areas.

9. Maintain call quality assessment scores of 95% - 100% consistently.

10. Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual. Participation in SOD wide call center management meetings

11. Participate in ongoing technical, customer service, and other training to continually improve skills.

12. Adapts to ongoing operational or changes based on business needs.

13. Compliance with all clinical policies, procedures, and HIPAA regulations.

14. Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies.

15. Performs other duties as assigned.

Qualifications

  • Outstanding verbal and written communication skills.
  • Listening skills-situation analysis and creative problem solving.
  • Excellent customer service orientation.
  • Conflict resolution skills and the ability to stay calm under pressure.
  • Strong organizational skills and attention to detail.
  • The ability to work well within a team and adaptability to changing situations.
  • Flexibility to work with staggering/assigned schedules.
  • Proficiency in typing and keyboard skills.
  • Ability to learn and operate within call center software and electronic health record. Proficient in MS Office and EMR.
  • Strong multi-tasking skill; use of technology and multiple resources.
  • Outstanding phone etiquette with the skills to navigate inbound/outbound calls, chat, email and text.
  • Knowledge of medical/dental terminology
  • General knowledge of medical/dental insurance policies and regulations
  • Bilingual preferred (Spanish/English) but not required.
EDUCATION:
  • High school diploma or GED is required.
LICENSE AND CERTIFICATION:
  • None.

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