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Contact Center Specialist 2 Role

2 months ago

Fort Worth, Texas, United States Baylor Scott & White Healthcare Full time
Job Summary

The Contact Center Specialist 2 is a key role in our organization, responsible for providing exceptional customer service and support to patients and healthcare professionals. This position requires a high level of proficiency in a call center or customer service setting, with a strong focus on customer satisfaction and resolution.

Key Responsibilities
  • Respond to and resolve routine and escalated inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
  • 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.
  • May process 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.
  • Document all customer contacts and accurately process various documents to ensure optimal service.
  • Accurately schedule prepare and communicate 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.
  • May assist with training and mentoring Contact Center Specialist 1.
  • Write messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.
Requirements
  • 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.
Benefits

Our competitive benefits package includes:

  • Immediate eligibility for health and welfare benefits
  • 401(k) savings plan with dollar-for-dollar match up to 5%
  • Tuition Reimbursement
  • PTO accrual beginning Day 1

Note: Benefits may vary based on position type and/or level.