Contact Center Specialist

2 weeks ago

Hershey, Pennsylvania, United States Penn State College of Medicine Full time
Job Summary

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.
Requirements
  • 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.
Preferred Qualifications
  • Experience in word processing, scheduling, telephone call center systems, medical offices, or medical terminology preferred.
  • High-volume call center experience preferred.
About Penn State Health

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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