Contact Center Representative

2 weeks ago

Stamford, Connecticut, United States Stamford Health Full time
Job Summary

We 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 Responsibilities
  • Respond to patient inquiries and concerns in a timely and professional manner.
  • Schedule medical appointments and procedures in accordance with established protocols and guidelines.
  • Utilize healthcare systems and applications to enter patient information, answer questions, and verify insurance.
  • Work collaboratively with the healthcare team to ensure effective communication and coordination of patient care.
  • Provide exceptional customer service, demonstrating empathy, courtesy, and respect in all interactions.
  • Participate in quality and service improvement initiatives to enhance patient satisfaction and experience.
  • Mentor and train new Contact Center Agents to ensure consistent delivery of high-quality service.
Requirements
  • High School diploma or equivalent required.
  • 2-3 years of Call Center/Customer Service experience, preferably in a healthcare setting.
  • Experience working in a hospital, clinic, or medical office scheduling environment is highly preferred.
Competencies and Qualities
  • Self-directed, able to multitask, and deal effectively with constructive criticism.
  • Ability to accept ownership for effectively solving customers' issues, complaints, inquiries, and keeping patient satisfaction and quality assurance at the core of every decision and behavior.
  • Accurate typing skills (40 WPM), ability to sit for prolonged periods, and wear a headset.
  • Ability to work in a fast-paced, high-pressure environment, maintaining composure in stressful situations and managing and diffusing angry or upset patients.
  • Computer/PC literacy, facile in navigating different applications/systems and websites.
  • Solid verbal communication skills, interpersonal skills, and ability to listen, maintain rapport, show empathy, and use proper telephone etiquette.
  • Mastery of the English language, spoken and written (bi-lingual a plus).
  • Highly dependable, flexible, a team player, and receptive to change, able to learn quickly and retain new information.

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