Contact Center Specialist 1

About Us

At Baylor Scott & White Health, we promote the well-being of all individuals, families, and communities. Baylor Scott & White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our core values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. Offerings may include:

• 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

Note: Benefits may vary based upon position type and/or level.

About the Role

The Contact Center Specialist 1, under close supervision, responds to routine inbound calls, emails, and electronic requests. They assist as front-line help for product and service requests, including technical help, answering questions, registering new patients, and scheduling healthcare appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and provide information for the institution.

Responsibilities

• Responds to and resolves routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
• Ensures a positive and exemplary experience for all customers by focusing on customer satisfaction and resolution.
• Provides accurate, valid, and complete information to customers 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.
• Calms upset customers by maintaining 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.
• Schedules, prepares, and communicates appointment details and financial information to ensure timely arrival, appointment preparedness, testing, and optimal reimbursement.
• Ensures accurate creation of new accounts in the electronic medical record system, avoids duplicate accounts, and verifies insurance coverage.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

Requirements

• Experience in a call center, customer service, or healthcare setting is preferred.
• Moderate understanding of general job aspects.
• Good listening, interpersonal, and communication skills.
• Professional, nice, and respectful telephone etiquette.
• Excellent data entry, numeric, and computer navigational skills.
• Knowledge of the patient portal is preferred.
• Knowledge of customer service values and practices is preferred.
• Knowledge of call center telephony and technology is preferred.
• Ability to promptly assess requests using electronic and paper resource materials and correctly respond to customer inquiries.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.

Qualifications

• High School Diploma or GED equivalent
• Less than 1 year of experience