Customer Service Center Spec

Responsibilities

• Serves as the initial point of contact for all BayCare Health System marketing activities and physician referral efforts.
• Handles inbound and outbound communications via telephone, website, email, and enterprise web portals to promote service lines, physician referrals, registrations, community events, and handles direct mail inquiries and text messaging marketing initiatives.
• Determines customer needs and cross-markets other services across the health care system.
• Maintains confidentiality in all interactions while applying comprehensive knowledge of system marketing initiatives and resources.
• Supports BayCare Health System by handling incoming call requests from Team Members and the community, assisting with their needs, and directing them to the appropriate area.
• Schedules patient appointments and assists with inquiries.
• Performs other marketing and non-marketing related duties as assigned.

Requirements

• High School Diploma required.
• Prior experience in call center, customer service, and healthcare, marketing, public relations, social media preferred.
• Two years of experience in call center, customer service, and healthcare, marketing, public relations, social media preferred.
• Active listening/verbal and written communication skills, ability to multi-task between systems, and ability to handle escalated calls to resolve issues with professionalism and patience.
• Proficiency in MS Office (Word, Outlook, Excel).
• Fluent bilingual Spanish-English reading, writing, and speaking skills and knowledge of health care and/or managed care industry.

Qualifications

• None specified.

Skills

• Active listening/verbal and written communication skills.
• Multi-tasking between systems while communicating with the customer and documenting the account within the appropriate database.
• Proficiency in MS Office (Word, Outlook, Excel).
• Handling escalated calls to resolve issues with professionalism and patience.
• Grasping operational concepts/objectives and following routing procedures using appropriate judgment.
• Typing speed of 40-45 words per minute preferred.
• Fluency in Spanish-English reading, writing, and speaking skills and knowledge of health care and/or managed care industry.

Benefits

• Forward-thinking culture combining high-tech with high touch.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

Compensation is commensurate with experience.

Schedule

Full-time position with a shift of 9:30am-6:00pm, days vary.