JOB SUMMARY

The Contact Center Specialist 2, working under moderate supervision, responds to routine and escalated inbound phone calls, emails, and electronic requests, to assist as front-line help for product and/or service requests. This may include but is not limited to, technical help, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems, and providing information on behalf of the institution. May assists in training and mentoring Contact Center Specialist 1 staff.

ESSENTIAL FUNCTIONS OF THE ROLE

• Responds to, and resolve, routine and escalated 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.
• May include more complex specialty clinic procedural scheduling.
• May process urgent referrals and services as a System Expeditor.
• Works collaboratively with providers, clinical staff, and other departments to ensure patient's needs are met.
• Accountable for calming upset customers by providing a composed and professional demeanor, with the ability to identify and escalate priority issues for resolution.
• Documents all customer contacts and accurately processes various documents to ensure optimal service.
• Accurately schedules prepare and communicate appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with the system and operating guidelines.
• May be required to ensure the accurate creation of new accounts in the electronic medical record system, avoiding the creation of duplicate accounts and verifying insurance coverage.
• May assist with training and mentoring Contact Center Specialist 1.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

KEY SUCCESS FACTORS

• Full proficiency in a call center or customer service setting, with knowledge of customer service values and practices and call center telephony and technology.
• Ability to provide troubleshooting help, answer questions, train new staff and resolve assigned registration work queues to correct errors and/or missing patient/insurance information.
• Excellent listening, interpersonal, and communication (oral and written) skills, and professional, nice and respectful telephone etiquette.
• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
• Ability to calm upset customers in a composed and professional demeanor.
• Excellent data entry, numeric, data entry, and computer navigational skills.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.

BENEFITS

Our competitive benefits package includes the following

• 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 on position type and/or level

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About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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