Medical Contact Center Specialist

This position is based in Frisco, Texas. Employees are required to attend on-site training for approximately 30 to 60 days. Following successful completion of training and achievement of performance expectations, employees may be eligible to work remotely. Candidates must reside within the Dallas-Fort Worth area and be able to report to the Frisco office as needed.

About the role

Responds to routine inbound phone calls, emails, and electronic requests to assist as front-line support for product and/or service requests. This may include technical support, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems, and providing information on behalf of the institution.

Responsibilities

• 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.
• Calms 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 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.

Requirements

• Experience in a call center, customer service, and/or healthcare setting preferred.
• Moderate understanding of general aspects of the job.
• Good listening, interpersonal, and communication skills.
• 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.

Qualifications

• High School Diploma or GED equivalent.
• Less than 1 year of experience.

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.