Contact Center Specialist 2

About the Role

The Contact Center Specialist 2 handles routine and escalated calls, emails, and requests under moderate supervision. They assist with product or service inquiries, including technical help, answering questions, registering new patients, and scheduling appointments. The role also involves financial clearance, complaint handling, problem troubleshooting, and providing institutional information. Additionally, they may train and mentor Contact Center Specialist 1 staff.

Responsibilities

• Responds to and resolves routine and escalated inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
• Ensures a positive and exemplary customer experience by focusing on satisfaction and resolution.
• Provides accurate, valid, and complete information using appropriate methods and tools.
• Identifies emergent health situations based on caller information and coordinates immediate triage.
• Handles complex specialty clinic procedural scheduling and processes urgent referrals and services as a System Expeditor.
• Collaborates with providers, clinical staff, and other departments to meet patient needs.
• Calms upset customers with a composed and professional demeanor, escalating priority issues when necessary.
• Documents all customer contacts and processes documents to ensure optimal service.
• Accurately schedules appointments, prepares details, and communicates financial information to ensure timely arrival, preparedness, and optimal reimbursement.
• Ensures accurate creation of new accounts in the electronic medical record system, avoiding duplicates and verifying insurance coverage.
• Assists with training and mentoring Contact Center Specialist 1 staff.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

Qualifications

• EDUCATION: H.S. Diploma/GED Equivalent
• EXPERIENCE: 2 Years of Experience in a call center or customer service setting

Skills

• Full proficiency in call center or customer service operations.
• Knowledge of customer service values, practices, and call center technology.
• Ability to troubleshoot, answer questions, train new staff, and resolve registration work queues.
• Excellent listening, interpersonal, and communication (oral and written) skills.
• Professional telephone etiquette and ability to calm upset customers.
• Proficiency in assessing requests using electronic and paper resources.
• Strong data entry, numeric, and computer navigational skills.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.

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

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