Contact Center Agent- Orthopedics

2 months ago

Stamford, United States Stamford Health Full time
Job Description

Stamford Health is a well-established, award winning Healthcare System with multiple locations in CT.

As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:
  • Competitive salary
  • Sign on bonuses for designated positions
  • Comprehensive, low-cost health insurance plans available day one
  • Wellness programs
  • Paid Time Off accruals
  • Tax deferred annuity and (403b) pension plan
  • Tuition reimbursement
  • Free on-site parking and train station shuttle
  • Childcare partnership with Children's Learning Center

Under General Supervision, the Lead Contact Center Agent will provide answering services to schedule medical appointments and/or procedures within Orthopedics. This position will act as the first "welcome" to the caller. In addition to scheduling medical appointments and/or procedures, the Lead Contact Center Agent will also perform duties including, but not limited to fielding patient inquires, concerns, and requests.

The Lead Contact Center Agent will instill loyalty by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and inquiries and follow established protocols to schedule patient medical appointments and/or procedures within the Stamford Health system. He/she will ensure that patients' needs are met and promote the optimum Patient Experience. The Lead Contact Center Agent will establish and maintain effective relationships with patients and/or their families via active listening, empathy, rapport, courtesy, respect and professionalism.

Responsibilities

  1. Respond to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Stamford Health system in accordance with established Stamford Health guidelines.
  2. Utilize physician protocols to schedule appointments and/or procedures and meet established Contact Center performance goals.
  3. Utilize Stamford Health's Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
  4. Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
  5. During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect.
  6. Proactively read emails daily and keep up to date on all communications.
  7. Demonstrate behavior consistent with Stamford Health's mission, vision, goals, objectives, and patient care philosophy.
  8. Participate in multidisciplinary quality and service improvement teams as appropriate.
  9. Must be committed to providing excellent service to Stamford Health's customers.
  10. Demonstrate regular, consistent, and punctual attendance.
  11. Perform other duties as assigned.
  12. Mentoring Contact Center Agents with regards to accurate scheduling and effective use of physician protocols (and other resources), policies and best practices.
  13. Acting as a centralized resource for all Contact Center Agents in the Orthopedic Department: Answering non-clinical questions via Nice in Contact and/or Microsoft Teams that would have otherwise been directed to the appropriate party and escalate as necessary to Site coordinator or Administrator.
  14. Fielding escalated phone calls and/or emails.
  15. Consistently reviewing/updating current resources (ex. Physician Protocols, Capsules, Job Aids, etc.) for all providers and specialties, staying current with all updates, and making suggestions to the Site Administrator with regards to process improvement.
  16. Training new call center employees.
  17. Coordinating with other lead roles within the practice.
Qualifications

Education and Experience
  1. A High School diploma or an equivalent is required.
  2. 2-3 years Call Center/Customer Service experience is required, preferably within a Healthcare setting.
  3. Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred.
Competencies and Qualities
  1. Must be self-directed, able to multitask and deal effectively with constructive criticism.
  2. Must be able to accept ownership for effectively solving customers' issues, complaints, inquiries, keeping patient satisfaction and quality assurance at the core of every decision and behavior.
  3. Must be able to type accurately (40 WPM), sit for prolonged periods of time and able to wear a headset.
  4. Must be able to work in a very structured, fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients.
  5. Must be computer/PC literate and facile in navigating among different applications/systems and websites.
  6. Must have solid verbal communication skills and interpersonal skills - comfortable interactions with customers on phone (and via other channels); ability to listen, maintain rapport, show empathy, and use proper telephone etiquette; good grammar, articulation, and speech clarity.
  7. Must have mastery of the English language - spoken and written (bi-lingual a plus).
  8. Must be highly dependable, flexible, a team player, and receptive to change; and able to learn quickly and retain new information.


*We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of the community and patients we serve.

  • Orthopedic Contact Center Representative

    1 month ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job Title: Contact Center Agent - OrthopedicsJob Summary:Stamford Health is seeking a highly skilled and compassionate Contact Center Agent to join our Orthopedic Department. As a key member of our team, you will be responsible for providing exceptional customer service to patients, physicians, and employees, while ensuring seamless scheduling of medical...

  • Contact Center Representative

    3 weeks ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryWe are seeking a highly skilled and experienced Contact Center Representative to join our team at Stamford Health. As a Lead Customer Service Agent, you will be responsible for providing exceptional customer service to patients and families, while also ensuring the smooth operation of our contact center.Key ResponsibilitiesRespond to patient...

  • Orthopedic Contact Center Representative

    1 month ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryWe are seeking a highly skilled and compassionate Lead Contact Center Agent to join our team at Stamford Health. As a key member of our Orthopedic department, you will be responsible for providing exceptional patient experience and ensuring seamless communication between patients, physicians, and staff.Key ResponsibilitiesRespond to patient...

  • Contact Center Agent

    5 months ago

    Stamford, United States Stamford Health Full time

    Job Description Stamford Health, a well-established, award winning Healthcare System with multiple locations in CT has an opportunity for Contact Center Agents. As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer: ...

  • Contact Center Representative

    2 months ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryWe are seeking a highly skilled and experienced Contact Center Representative to join our team at Stamford Health. As a Lead Customer Service Agent, you will be responsible for providing exceptional customer service to patients and families, scheduling medical appointments and procedures, and ensuring a seamless patient experience.Key...

  • Contact Center Representative

    3 weeks ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryWe are seeking a highly skilled and experienced Contact Center Agent to join our team at Stamford Health. As a Lead Contact Center Agent, you will be responsible for providing exceptional customer service to patients and families, scheduling medical appointments and procedures, and ensuring a seamless patient experience.Key ResponsibilitiesRespond...

  • Contact Center Representative

    1 week ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryStamford Health is seeking a skilled Contact Center Agent to provide exceptional customer service to patients and families. This role will involve answering calls, scheduling appointments, and resolving patient inquiries in a fast-paced and dynamic environment.Key ResponsibilitiesRespond to telephone inquiries from patients, physicians, and...

  • Call Center Agent

    2 weeks ago

    Stamford, United States Spire Orthopedic Partners Full time

    Job Details Level Entry Job Location MSO ONS Stamford 1230 - Stamford, CT Position Type Full Time Education Level High School or Equivalent Salary Range $19.10 - $23.70 Hourly Travel Percentage None Job Shift Day Job Category Customer Service Description Call Center Agent Onsite: Stamford, CT Hours: Monday-Friday 8:00am-5:00pm Who we are: Spire Orthopedic...

  • Contact Center Representative

    1 month ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryStamford Health is seeking a highly skilled Contact Center Agent to provide exceptional customer service to patients and families. As a key member of our team, you will be responsible for answering calls, scheduling appointments, and addressing patient inquiries in a timely and professional manner.Key ResponsibilitiesRespond to telephone inquiries...

  • Contact Center Representative

    2 months ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job Summary:Stamford Health, a leading healthcare organization, is seeking a highly skilled Contact Center Agent to provide exceptional customer service to patients and families. As a key member of our team, you will be responsible for answering calls, scheduling appointments, and addressing patient inquiries in a timely and professional manner.Key...

  • Contact Center Representative

    1 month ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryStamford Health is seeking a highly skilled Contact Center Agent to provide exceptional customer service to patients and families. As a key member of our team, you will be responsible for answering calls, scheduling appointments, and addressing patient inquiries in a timely and professional manner.Key ResponsibilitiesRespond to telephone inquiries...

  • Medical Appointment Scheduler

    3 weeks ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job SummaryWe are seeking a highly skilled and experienced Contact Center Agent to join our team at Stamford Health. As a Lead Contact Center Agent, you will be responsible for providing exceptional customer service to patients and families, scheduling medical appointments and procedures, and ensuring a seamless patient experience.Key ResponsibilitiesRespond...

  • Occupational Therapist

    3 weeks ago

    Stamford, Connecticut, United States Spire Orthopedic Partners Full time

    Job SummarySpire Orthopedic Partners is seeking a skilled Occupational Therapist to join our dynamic team. As an Occupational Therapist, you will work with patients to develop and implement personalized treatment plans to improve their functional abilities and quality of life.ResponsibilitiesProvide hand therapy services, including evaluations and treatment,...

  • Loan Forgiveness with this Top Orthopedic Employer

    1 month ago

    Stamford, United States The Curare Group Full time

    The largest independent multi-specialty group in the state is seeking a BE/BC Orthopedic Sports Surgeon to join an established Orthopedic practice. As a part of expansion opportunities to develop a state-of-the-art musculoskeletal center of excellence. Location is in Westchester County, NY. Positions offer a collegial environment with strong support from...

  • Orthopedic Nurse Specialist

    3 days ago

    Stamford, Connecticut, United States Stamford Health Full time

    Orthopedic Care OpportunitiesStamford Health is seeking a skilled Operating Room Nurse to join our team at HSS Orthopedics at Stamford Health. This unique collaboration between Hospital for Special Surgery and Stamford Health has created a premier center for advanced orthopedics in New England.The successful candidate will have a valid license as a...

  • PACU Nurse

    3 weeks ago

    Stamford, United States Stamford Health Full time

    Job Description Hospital for Special Surgery and Stamford Hospital have entered into a unique collaboration to create the premier center for advanced orthopedics in New England. The collaboration includes dedicated orthopedics spaces, including: three inpatient operating rooms with related pre-operative and recovery space and 19 inpatient beds in the new...

  • Radiology Technologist PRN

    3 days ago

    Stamford, Connecticut, United States HCA Florida Broward Orthopedics Full time

    Job Summary and QualificationsWe are seeking a Radiology Technologist PRN to join our team at HCA Florida Broward Orthopedics. As a Radiology Technologist PRN, you will be responsible for performing timely and quality radiology procedures for subsequent evaluation and treatment by attending physician. You will properly record patient information and maintain...

  • Physician Assistant

    2 weeks ago

    Stamford, Connecticut, United States Stamford Health Full time

    Job Title: Physician Assistant - Orthopedic Trauma SpecialistStamford Health's Department of Orthopedic Surgery is seeking a highly skilled Physician Assistant to join their team. The ideal candidate will have experience in orthopedic trauma and be able to provide expert care to patients with joint, sports medicine, and spine...

  • Surgical Tech

    5 months ago

    Stamford, United States Stamford Health Full time

    Job Description$15,000 sign on bonus! Hospital for Special Surgery and Stamford Hospital have entered into a unique collaboration to create the premier center for advanced orthopedics in New England. The collaboration includes dedicated orthopedics spaces, including: three inpatient operating rooms with related pre-operative and recovery space and 19...

  • Bail Agent Assistant

    1 week ago

    Stamford, Connecticut, United States Bail Hotline Full time

    Job OverviewBail Hotline is seeking a highly motivated and organized individual to join our team as a Bail Agent Assistant. As a key member of our team, you will provide exceptional customer service, assist our agents in closing sales, and input data into our customized database.Key Responsibilities:Assist agents in all matters related to closing...