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Contact Center Specialist 2
2 months ago
The Contact Center Specialist 2 plays a critical role in providing exceptional customer service and support to patients and healthcare professionals. Working under moderate supervision, this role responds to routine and escalated inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
Key Responsibilities- Respond to and resolve routine and escalated inquiries, complaints, and concerns in a timely and professional manner.
- Ensure a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
- Provide accurate, valid, and complete information to customers by using the right methods and tools.
- Identify emergent health situations based on caller information and coordinate immediate triage.
- May include more complex specialty clinic procedural scheduling and processing urgent referrals and services as a System Expeditor.
- Work collaboratively with providers, clinical staff, and other departments to ensure patient's needs are met.
- Accountable for calming upset customers by providing a composed and professional demeanor, with the ability to identify and escalate priority issues for resolution.
- Documents all customer contacts and accurately processes various documents to ensure optimal service.
- Accurately schedules, prepares, and communicates 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, avoiding the creation of duplicate accounts and verifying insurance coverage.
- Full proficiency in a call center or customer service setting, with knowledge of customer service values and practices and call center telephony and technology.
- Ability to provide troubleshooting help, answer questions, train new staff, and resolve assigned registration work queues to correct errors and/or missing patient/insurance information.
- Excellent listening, interpersonal, and communication (oral and written) skills, and professional, nice, and respectful telephone etiquette.
- Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
- Ability to calm upset customers in a composed and professional demeanor.
- Excellent data entry, numeric, data entry, and computer navigational skills.
- Comfortable working in a fast-paced, constantly changing, and stressful environment.
Baylor Scott & White Health offers a competitive benefits package, including immediate eligibility for health and welfare benefits, 401(k) savings plan with dollar-for-dollar match up to 5%, tuition reimbursement, and PTO accrual beginning Day 1.
Note: Benefits may vary based on position type and/or level.
