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Per Diem
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Per Diem
1 week ago
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Contact Center Representative
2 months ago
The Contact Center Specialist 1, working under close supervision, responds to routine inbound inquiries and requests to assist as front-line support for product and/or service needs. This may include, but is not limited to, technical assistance, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems, and providing information on behalf of the institution.
Key Responsibilities- Responds to and resolves routine inquiries, complaints, and concerns through inbound requests.
- Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
- Provides accurate, valid, and complete information to customers by using the right methods and tools.
- Identifies emergent health situations based on customer information and coordinates immediate triage.
- Works collaboratively with healthcare providers, clinical staff, and other departments to ensure patient needs are met.
- Accountable for calming upset customers by providing a composed and professional demeanor.
- Identifies and escalates 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, avoid the creation of duplicate accounts, and verify insurance coverage.
- Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.
- Experience in a call center, customer service, and/or healthcare setting preferred.
- Requires good listening, interpersonal, and communication skills, and professional, nice, and respectful telephone etiquette.
- Excellent data entry, numeric, data entry, and computer navigational skills.
- Knowledge of the patient portal is preferred.
- Knowledge of customer service values and practices is preferred.
- Knowledge of call center telephony and technology preferred.
- Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
- Comfortable working in a fast-paced, constantly changing, and stressful environment.
- 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.
