Contact Center Representative

2 months ago

Stamford, Connecticut, United States Stamford Health Full time

Job Summary:

Stamford Health, a leading healthcare organization, is seeking a highly skilled Contact Center Agent to provide exceptional customer service to patients and families. As a key member of our team, you will be responsible for answering calls, scheduling appointments, and addressing patient inquiries in a timely and professional manner.

Key Responsibilities:

  • Respond to telephone inquiries from patients, physicians, and employees regarding appointments, referrals, and services.
  • Schedule appointments for MOB specialties and meet established Contact Center performance goals.
  • Utilize SHMG Healthcare systems, Contact Center applications, and reference materials to enter patient information, answer patient questions, and verify insurance.
  • Complete call processing in an efficient manner and remain aware of call volumes.
  • Display characteristics of inquiry, empathy, courtesy, and respect during all customer interactions.
  • Proactively read emails and keep up to date on all communications.
  • Demonstrate behavior consistent with SHMG mission, vision, goals, objectives, and patient care philosophy.
  • Participate in multidisciplinary quality and service improvement teams as appropriate.

Requirements:

  • A High School diploma or an equivalent is required.
  • 1 to 2 years Call Center/Customer Service experience is required, preferably within a Healthcare setting.
  • Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred.

Competencies and Qualities:

  • Must be able to type accurately (40 WPM) and able to wear a headset.
  • Must be computer/PC literate and facile in navigating among different applications/systems and websites.
  • Must have solid verbal communication skills and interpersonal skills - comfortable interactions with customers on phone (and via other channels); ability to listen, maintain rapport, show empathy, and use proper telephone etiquette; good grammar, articulation, and speech clarity.
  • Must have mastery of the English language - spoken and written (bi-lingual a plus).
  • Must be flexible, a team player, and receptive to change; is able to learn quickly and retain new information.
  • Must be able to think critically, identify the caller's need, and solve the problem.
  • Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients.
  • Must be self-directed and able to multitask.
  • Must be able to work variable schedule(s) and overtime as necessary.

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