[Hiring] Contact Center Agent I @OSF HealthCare

Role Description

The Agent I contributes to overall patient experience by delivering exceptional customer service to patients, families, caregivers, providers, and the community during every interaction. Performs a complex variety of patient care activities in a contact center environment, including:

• Accurate appointment scheduling
• Pre-registration to achieve first contact resolution
• Optimize patient flow

Consistently demonstrates OSF’s mission and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes.

Qualifications

• Education: High School Diploma or GED
• Experience: Two years of customer service experience
• Other skills/knowledge:
  • Embraces a culture of customer-centric behavior and innovation critical to a contact center environment
  • Possesses strong customer service skills and the ability to demonstrate courtesy, compassion, and empathy
  • Must be able to multitask, use dual monitors, and handle telephone conversations with customers while entering data in real time
  • Ability to work in multiple types of electronic systems at once to manage consumer needs
  • Must be available to work a flexible schedule that may include evening, weekend, and holiday shifts
  • Proficiency in the use of computers and ability to type a minimum of 35 wpm
  • Strong verbal and written communication skills including good voice quality, good diction, and articulation
  • Ability to work independently and learn on the job
  • Recognizes and solves typical problems that occur in own work area without supervisory approval; evaluates and selects solutions for established operations

Requirements

• Bachelor’s Degree (preferred)
• 2 years’ customer service experience in a healthcare setting (preferred)
• Knowledge of terminology used by insurance and managed care health plans (preferred)
• Knowledge of medical terminology (preferred)
• Knowledge of functions and relationships within a hospital environment (preferred)

Benefits

• Comprehensive and market-competitive total rewards package
• Includes benefits, compensation, recognition, and well-being offerings

Company Description

OSF HealthCare is dedicated to providing Mission Partners with a comprehensive and market-competitive total rewards package that focuses on the whole person and engages with their current stage of life and career.

Expected pay for this position is $18.80 - $22.12/hour. Actual pay will be determined by experience, skills, and internal equity. This is an Hourly position.

Work from home position must reside within 60 miles of OSF Peoria location. Initial onsite training is full-time Monday - Friday 8:00am-4:30pm for up to six weeks.