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Contact Center Specialist 2 Role

2 months ago

Fort Worth, Texas, United States Baylor Scott & White Healthcare Full time
Job Summary

The Contact Center Specialist 2 is a key role in our organization, responsible for providing exceptional customer service and support to patients and healthcare professionals. This position requires a high level of professionalism, effective communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities
  • Respond to and resolve customer inquiries, complaints, and concerns in a timely and professional manner.
  • Provide accurate and complete information to customers, using the right methods and tools.
  • Identify emergent health situations and coordinate immediate triage.
  • Process urgent referrals and services as a System Expeditor.
  • Work collaboratively with providers, clinical staff, and other departments to ensure patient needs are met.
  • Document all customer contacts and accurately process various documents to ensure optimal service.
Requirements
  • Full proficiency in a call center or customer service setting, with knowledge of customer service values and practices and call center telephony and technology.
  • Excellent listening, interpersonal, and communication (oral and written) skills, and professional, nice, and respectful telephone etiquette.
  • Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
  • Ability to calm upset customers in a composed and professional demeanor.
  • Excellent data entry, numeric, data entry, and computer navigational skills.
Benefits
  • Immediate eligibility for health and welfare benefits.
  • 401(k) savings plan with dollar-for-dollar match up to 5%.
  • Tuition Reimbursement.
  • PTO accrual beginning Day 1.