Contact Center Specialist - Hybrid

Job Summary

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.

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 upon position type and/or level