Contact Center Specialist

About the role

The Contact Center Representative (CCR) works closely with patients to schedule appointments for primary and preventative care at each of UNHS’ clinics. CCRs navigate each provider’s schedule and place appointments in the most efficient time slot, manage workflow, and strive to resolve patient needs before diverting them. The role requires multitasking, adaptability, and a focus on quality patient care.

Responsibilities

• Answer contacts with a warm and professional demeanor.
• Respond to customer inquiries.
• Deliver prepared scripts to persuade potential patients to schedule appointments for appropriate UNHS services.
• Obtain customer information and receive and route customer complaints.
• Provide customers with service information and clinic locations.
• Enter customer information and schedule appointments in NextGen.
• Process support staff and provider messages via NextGen and assign tasks as needed.
• Identify priority and emerging issues and route contacts to appropriate resources.
• Follow up with customers and other outside contacts.
• Maintain and complete contact logs of all telephone interactions, appointments scheduled, and account information.
• Produce contact reports.
• Process medical record requests in a timely manner.
• Scan medical records and other patient information into NextGen.
• Maintain HIPAA compliance.
• Perform other tasks as assigned.

Qualifications

• Strong verbal and written communication skills.
• Good listening skills.
• Problem analysis and good problem‑solving abilities.
• Willingness to take extra steps to help customers.
• Customer service orientation.
• Organizational skills and attention to detail.
• Initiative and good judgment.
• Adaptability and ability to work as a member of a team.
• High stress tolerance and resilience.
• Desire to meet scheduling and visit goals and promote the vision and mission of UNHS.
• Bilingual English/Spanish (preferred).

Education and Experience

• High School diploma or GED.
• Proficiency in relevant computer applications.
• Knowledge of customer service principles and practices.
• Knowledge of contact center telephony and technology.
• Six months or more experience in a contact center environment (preferred).
• Medical and/or dental customer service and scheduling experience.
• Experience in data entry/keyboarding skills.
• Knowledge of administration and clerical processes.
• Experience with NextGen (preferred).

Classification

Non‑exempt