Contact Center Agent

2 months 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.
  • 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.
  • 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.
  • 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.
  • Bilingual preferred (Spanish/English) but not required.
EDUCATION:
  • High school diploma or GED is required.
LICENSE AND CERTIFICATION:
  • None.
About Us

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits.

Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists.

Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.

Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits. Life Employees receive $40,000 of group term life insurance and $40,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.

Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.

Time Off - A generous leave program offers multiple paid leave options:
  • Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
  • Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
  • Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment.
  • Holidays: 12 set paid holidays each year plus three floating holidays, which can be used anytime during the fiscal year.


FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.

Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

EEO Statement

UT Health San Antonio is an equal employment opportunity and affirmative action employer. It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, or veteran status.

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