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Contact Center Agent

1 month ago

Fort Worth, United States Solis Mammography Full time

The Patient Access Representative I is responsible for starting the multi-modality Solis relationship, gathering information, scheduling appointments and functioning as the first point of contact for the patient and referring physicians. This position is critical to Solis; the Patient Access Representative I functions as the liaison between the patient and the center by providing efficient, empathetic excellent service which impacts the profitability of the organization.

Operations:

  • Understand, promotes and demonstrates the Solis Way;
  • Handles routine customer interactions and exhibits proficient customer service, effective listening, and empathy. Communication channels may include phone, email, or chat;
  • Adheres to training guidelines and utilizes available resources when handling customer interactions,
  • De-escalate situations involving dissatisfied patients, by offering assistance and support;
  • Schedules patients and offers alternative scheduling options when centers dates/times are not available;
  • Maintains performance by meeting or exceeding key performance indicators defined by organizational leaders. KPIs include but are not limited to average handle time, quality, attendance, and schedule adherence;
  • Posses a moderate understanding of the role, and works under close supervision.
  • Adheres to established procedures and processes for the contact center;
  • Utilizes company resources and training materials .
Service:
  • Maintains patient confidentiality 100% of the time;
  • Maintains productivity, ensures minimal downtime.
Team Focus:
  • Adheres to and promotes the Solis "Promise Book" culture;
  • Adheres to attendance policy; on time for all scheduled shifts including breaks and lunches;
  • Forms strong working relationships within the team and treats each other with respect;
  • Brings problems to the attention of the supervisor; is willing to ask for help;
  • Supports supervisor with projects on as needed basis;
  • Always remain professional adhering to the company's Code of Conduct policy;
  • Attends meetings and training on as needed basis.
  • Identifies additional tasks to be completed and willingly to assist others.
SKILLS/QUALIFICATIONS:
  • High diploma or equivalent required;
  • College coursework preferred;
  • Contact center and healthcare experience preferred.
  • Zero to one year's experience in a fast-paced customer service-oriented employment required;
  • Scheduling experience preferred;
  • Types at least 30 - 40 wpm and strong computer skills;
  • Strong verbal communication and listening skills;
  • Energetic and flexible;
  • Customer service skills;
  • Must be able to multi-task with various computer programs/applications;
  • Exhibits sound judgment and is adaptable and flexible to patient needs;
  • Strong spelling and grammar skills;
  • Bilingual English and Spanish, Mandarin, Arabic or Vietnamese is a plus
  • Well organized and detail oriented.
  • Must be able to work in a fast pace environment that consists of repetitive work.