[Hiring] Contact Center Specialist @Baylor Scott & White Health

Role Description

The Contact Center Specialist 1, under close supervision, responds to routine inbound calls, emails, and electronic requests. They assist as front-line help for product and service requests, which may include:

• Technical help
• Answering questions
• Registering new patients
• Scheduling healthcare appointments
• Providing financial clearance
• Handling complaints
• Troubleshooting problems
• Providing information for the institution

Schedule: Tuesday-Saturday, with Saturday required. Schedule is subject to change based on business needs. Candidates must be flexible and willing to support future weekend coverage, including both Saturday and Sunday shifts, as operational demands evolve.

Essential Functions of the Role

• 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 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.
• Accountable for calming 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.
• Schedules, prepares, and communicates appointment details and financial information.
• Ensures timely arrival, appointment preparedness, testing, and optimal reimbursement.
• May need to ensure accurate creation of new accounts in the electronic medical record system, avoid duplicate accounts, and verify insurance coverage.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

Qualifications

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - Less than 1 Year of Experience

Requirements

• Experience in a call center, customer service, or healthcare setting is preferred.
• Good listening, interpersonal and communication skills, and professional telephone etiquette.
• Excellent data entry, numeric, and computer navigational skills.
• Knowledge of the patient portal is preferred.
• Knowledge of customer service values and practices is preferred.
• Knowledge of call center telephony and technology preferred.
• Ability to promptly assess requests using electronic and paper resource materials.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.
• Reliable high-speed internet is required for this work-from-home position.
• Customer service is our top priority.
• Seeking individuals who are genuinely passionate about helping patients.

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.

Belonging Statement

We believe that all people should feel welcomed, valued, and supported.