Contact Center Specialist I
3 weeks ago
As a Contact Center Specialist I at Penn State Health, you will be the first point of contact for various patient needs, providing a high-quality experience for patients and physicians. You will be responsible for scheduling, registrations, access, and general information, as well as appointment confirmation. You will also provide essential telephone coverage from 6:00am-10:00pm 365 days per year for Contact Center responsibilities, including the Careline, MD Network, MD Network Pediatrics, and Patient Relations inbound phone queues.
Responsibilities:
* Provide exceptional customer service engagement skills by phone and electronic mail
* Accurately process a high volume and wide variety of calls by determining the caller's specific needs, assisting the caller, or redirecting the caller to the proper location for assistance
* Ensure that all calls are answered accurately and timely, maintain efficiency with all departmental processes and procedures
* Maintain and utilize proficient knowledge in all department processes, procedures, and software applications that support the daily operations of the Contact Center
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 system, medical office, or medical terminology preferred
* High volume call center experience preferred
Why Penn State Health:
Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community. For more information, please visit our website.
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