Contact Center Specialist II

Contact Center Specialist II

CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. It includes six hospitals, five ERs, and over 80 clinics. CoxHealth has earned several honors for workplace excellence, including being named one of Modern Healthcare’s Best Places to Work five times.

• Medical, Vision, Dental, Retirement with Employer Match and more (20+ hours/week)
• For a comprehensive list of benefits, please click here: Benefits | CoxHealth

About the Role

The Contact Center Specialist II is responsible for managing interactions with consumers to ensure high levels of customer service. Key responsibilities include answering consumer inquiries, directing them to the appropriate department, centralized scheduling services for clinics, and other duties related to ensuring patients can easily access their providers.

Responsibilities

• Answering consumer inquiries
• Directing consumers to the appropriate department
• Scheduling services for clinics
• Other duties related to ensuring patients can easily access their providers

Requirements

• Required: High school diploma or equivalent
• Required: 1-year customer service experience and/or competency completed in Contact Center Specialist I role for a minimum of 6 months or equivalent skills

Qualifications

• Preferred: 2+ years customer service experience, healthcare experience, and/or call center experience

Skills

• Strong customer service skills that demonstrate empathy, kindness, safety, and compassion
• Problem-solving skills to analyze and respond to consumer inquiries
• Ability to work independently and as a member of a team
• Excellent time management skills
• Professional written and verbal communication skills
• Proficiency in Microsoft Office programs and healthcare-related programs
• Able to multi-task, manage call volume, and prioritize patient needs
• Ability to make timely decisions and provide the best possible outcome
• Licenses/Certifications/Registrations: N/A