Contact Center Specialist II

5 days ago


Horseshoe Bay, Texas, United States Baylor Scott & White Health Full time

**Job Overview**

We are seeking a highly skilled Contact Center Specialist to join our team at Baylor Scott & White Health. As a key member of our customer support team, you will be responsible for providing exceptional service to our patients and their families.

**About the Role**

The estimated salary for this position is $45,000 - $60,000 per year, depending on experience.

This is a full-time role that requires a high school diploma or equivalent and less than one year of experience in a call center, customer service, or healthcare setting.

**Responsibilities**

As a Contact Center Specialist, you will respond to routine inbound phone calls, emails, and electronic requests to assist customers with product and/or service requests. This may include technical help, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems, and providing information on behalf of the institution.

You will also ensure a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution. This includes providing accurate, valid, and complete information to customers using the right methods and tools, identifying emergent health situations based on caller information and coordinating immediate triage, working collaboratively with providers, clinical staff, and other departments to ensure patient needs are met, and documenting all customer contacts and accurately processing various documents to ensure optimal service.

Main Responsibilities:

  • Respond to routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests
  • Ensure a positive and exemplary experience with all customers
  • Provide accurate, valid, and complete information to customers
  • Identify emergent health situations and coordinate immediate triage
  • Work collaboratively with providers, clinical staff, and other departments
  • Document all customer contacts and process various documents


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