JOB SUMMARY The Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails and electronic requests to assist as front line support for product and/or service requests. This may include, but not limited to, technical support, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems and providing information on behalf of the institution.
ESSENTIAL FUNCTIONS OF THE ROLE
Responds to, and resolves routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests. Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
Provides accurate, valid and complete information to customers by using the right methods and tools. Identifies emergent health situations based on caller information and coordinates immediate triage.
Works collaboratively with providers, clinical staff and other departments to ensure patients? needs are met.
Responsible for calming upset customers by providing a composed and professional demeanor. Identifies and escalates priority issues for resolution.
Documents all customer contacts and accurately processes various documents to ensure optimal service.
Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. May be required to ensure accurate creation of new accounts in the electronic medical record system, avoiding the creation of duplicate accounts, and verifying insurance coverage.
Writes messages on behalf of patients, caregivers and healthcare professionals to clinic administrative and provider staff.
KEY SUCCESS FACTORS
Experience in a call center, customer service and/or healthcare setting preferred. Should possess a moderate understanding of general aspects of the job.
Requires good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette.
Excellent data entry, numeric, typing and computer navigational skills.
Knowledge of patient portal preferred.
Knowledge of customer service principles and practices preferred.
Knowledge of call center telephony and technology preferred.
Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
Comfortable working in a fast paced, constantly changing, and stressful environment.
Location/Facility - Baylor Scott & White Medical Center - University Clinic. The first few weeks is training a the clinic, the position then becomes remote (work for home). Specialty/Department/Practice - University Clinic Call Center Shift/Schedule - Full Time, Days varied 8 hour shifts (7:00am - 7:00pm). Benefits - Our competitive benefits package includes*;
Immediate eligibility for health and welfare benefits;
401(k) savings plan with dollar-for-dollar match up to 5%;
PTO accrual beginning Day 1
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - Minimum/no experience required
Internal Number: 20015982
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!