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CoxHealth CMG Call Center Lead

2 months ago

Springfield, United States CoxHealth Full time

Summary

  • Best in Class Work Environment
    • 5x Modern Healthcare Best Places to work
    • America’s Greatest Workplaces 2023 – Newsweek
    • Best Employers for New Grads 2023- Forbes
    • Greatest Workplace for Women 2023 - Newsweek
  • Benefits
    • Robust, fully customizable benefits package including Medical/Vision/Dental and more
      • No cost eCare visits
      • Employer-provided mental health services for employees and eligible family members
    • Retirement with employer match 
    • Tuition discounts and reimbursement available for continuing your education
    • Free and convenient parking
    • CoxHealth Fitness Center and Child Care discounts
    • Onsite delivery for CoxHealth Pharmacies and 1906 Employee Store
  • Job Summary
    • The Lead is responsible for conducting inbound and outbound calls and responding to a variety of patient questions and requests in order to schedule appointments and coordinate messages between patient and clinic.  Primary responsibilities include centralized patient scheduling services and phone services for multiple clinics, supporting the CMG Call Center key performance indicators, and other duties ensuring patients can easily access their care provider. As a CMG Call Center Lead, this position is responsible for maintaining knowledge and expertise for a wide variety of clinics to address all calls within the CMG Call Center.  Employee ensures a high level of customer service and professionalism and may have responsibilities servicing multiple clinics per shift.
  • Job Requirements
    • Education
      • Required: High school diploma or Equivalent
      • Preferred: Bachelor’s Degree
    • Experience
      • Required: 2  years customer service experience and 1 year call center experience or 1 year maintaining an above average score on CMG Call Center Quality Scorecard
      • Preferred:Prior Healthcare scheduling or call center experience
    • Skills
      • Ability to make decisions that are timely and will provide the best possible outcome
      • Strong customer service skills that demonstrate empathy and concern
      • Have professional verbal and written communication skills
      • Ability to work independently and be self-directed to complete quality scheduling in a timely manner
      • Possess excellent time management skills
      • Refer and coordinate services in an effort to deliver integrated health services
      • Proficient using computers, including all Microsoft programs
      • Promote the mission and values of CoxHealth
    • Licensure/Certification/Registration
      • N/A