UC CONTACT CENTER AGENT I

3 days ago

Baltimore, MD, United States LifeBridge Health Full time
Summary

Who We Are

LifeBridge Health is a dynamic, purpose-driven health system committed to redefining care delivery across the Mid-Atlantic and beyond. Rooted in our mission to improve the health of the communities we serve, we are transforming healthcare by enhancing access, elevating patient experiences, and driving innovative, community-based care solutions.

The Contact Center at LifeBridge Health in Baltimore, MD, is a centralized facility that manages all inbound and outbound communications related to the healthcare services LifeBridge provides. Acting as the first point of contact for patients and healthcare providers, the Contact Center plays a vital role in coordinating a variety of patient needs and inquiries.

Role of the UC Contact Center Agent I

The Contact Center Agent I is responsible for handling customer requests coming into the Contact Center through phone, EMR portal, LBH website, or other communication methods. The Agent follows established protocols, guidelines, and software tools to manage requests, primarily supporting specific provider practices, departments, or other LifeBridge Health services. Common requests include appointment scheduling, prescription refills, and follow-up activities related to referrals and pre-authorizations. The Agent collaborates with other team members to proactively address patient needs and enhance the overall customer experience.

Key Responsibilities
  • Scheduling and Patient Registration: Use contact center systems to register new patients, schedule appointments, capture requests, and update service tickets on behalf of provider practices and other LifeBridge Health departments.
  • Appointment Scheduling & Message Handling: Schedule patient appointments, register new patients, and take messages for physicians or departments regarding patient care visits and services.
  • Managing Patient Requests: Complete patient requests, including prescription refills, pre-authorization processing, and referral follow-ups.
  • Customer Support: Provide exceptional customer service by addressing patient inquiries, resolving issues, and ensuring timely follow-up to enhance the overall patient experience.
Requirements
  • Education: High School Diploma or GED required.
  • Experience: 1-3 years of relevant experience in a healthcare or customer service environment.


Additional Information
What We Offer:

Impact: Join a team that values innovation and outcomes, delivering life-saving care to our youngest and most vulnerable patients.

Growth : Opportunities for professional development, including tuition reimbursement and developing foundational skills for neonatal critical care leadership and advanced certification.

Support: A culture of collaboration with resources like unit-based practice councils and advanced clinical education support - improving both workflow efficiency and patient outcomes and allowing you to work at the top of your license.

Benefits : Competitive compensation (additional compensation such as overtime, shift differentials, premium pay, and bonuses may apply depending on job), comprehensive health plans, free parking, and wellness programs.

Why LifeBridge Health?

With over 14,000 employees, 130 care locations, and two million annual patient encounters, we combine strategic growth, innovation, and deep community commitment to deliver exceptional care anchored by five leading centers in the Baltimore region: Sinai Hospital of Baltimore, Grace Medical Center, Northwest Hospital, Carroll Hospital, and Levindale Hebrew Geriatric Center and Hospital.

Our organization thrives on a culture of CARE BRAVELY-where compassion, courage, and urgency drive every decision, empowering teams to shape the future of healthcare.

LifeBridge Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex or sexual orientation and gender identity/expression. LifeBridge Health does not exclude people or treat them differently because of race, color, national origin, age, disability, sex or sexual orientation and gender identity/expression.

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