Contact Center Specialist II

Contact Center Specialist II

The Contact Center Specialist II is responsible for managing interactions with consumers to ensure a high level of customer service. Key responsibilities include answering consumer inquiries, directing them to the appropriate department, centralized scheduling services for clinics, and other duties related to ensuring patients can easily access their provider(s).

Education:

Required: High school diploma or Equivalent

Experience:

Required: 1-year customer service experience and/or competency completed in Contact Center Specialist I role for a minimum of 6 months or equivalent skills.

Preferred: 2+ year customer service experience, healthcare experience, and/or call center experience

Skills:

Strong customer service skills that demonstrate empathy, kindness, safety, and compassion

Problem solving skills to analyze and respond to consumer inquiries

Ability to work independently and as a member of a team

Possess excellent time management skills

Professional written and verbal communication skills

Proficient in Microsoft Office Programs as well as healthcare related programs

Ability to multi-task, manage call volume and prioritize patient needs

Ability to make timely decisions and provide the best possible outcome

Competency in required skills as a Contact Center Specialist I or equivalent skills

Licensure/Certification/Registration: N/A