Contact Center Specialist
2 weeks ago
We are seeking a highly skilled Contact Center Specialist to join our team at Penn State Health. As a Contact Center Specialist, you will be the first point of contact for patients and physicians, providing exceptional customer service and support.
Key Responsibilities- Provide high-quality customer service to patients and physicians via phone, email, and in-person interactions.
- Answer and resolve inbound calls, including scheduling, registrations, and general information requests.
- Utilize Avaya phone system to direct calls to the proper location for assistance.
- Process complaints and compliments from patients and communicate with the Patient Relations Department.
- Register and cancel patients for health screenings and classes using the Centaurus documentation system.
- Facilitate, process, and document physician-to-physician consultation requests from internal and external physicians.
- Register patients for internal and transitional rehabilitation care requests and provide follow-up information to rehabilitation locations.
- Process inpatient consult requests using the inpatient task list and notify physicians and work groups using Powerchart and e-messages.
- Complete patient referral intake requests and follow up using site-specific protocols.
- Provide support to physicians who call off by making outbound phone calls to notify patients of cancellations.
- Communicate detailed appointment lists to site locations.
- Proactively collaborate with internal business partners to maintain and update assigned site profiles.
- High school diploma required.
- 1 year of job-related experience required.
- Ability to successfully complete a hands-on training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations.
- Experience in word processing, scheduling, telephone call center systems, medical offices, or medical terminology preferred.
- High-volume call center experience preferred.
Penn State Health is a leading research, teaching, and clinical healthcare system in the country. We are committed to delivering exceptional patient care and advancing excellence and innovation in healthcare. As a Contact Center Specialist, you will be part of a team that is dedicated to providing high-quality customer service and support to patients and physicians.
Why Join Our Team?Penn State Health offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a Total Rewards Program that highlights a few of the many additional offerings below:
- Be Well with Employee Wellness Programs and Fitness Discounts.
- Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
- Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
- Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
- Be Supported by the HR Solution Center, Learning and Organizational Development, and Virtual Benefits Orientation.
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