Contact Center Agent

Contact Center Agent

Looking to elevate your career? Join us!

Work Location: 1400 Dowell Springs Blvd, Suite 200, Knoxville, TN 37909

Work Hours: Full-Time, 40 hours weekly, Monday-Friday

The Contact Center Agent is responsible for starting the Solis relationship, gathering information, scheduling appointments and functioning as the first point of contact for the patient and referring physicians. This position is critical to Solis Mammography; the Patient Access Representative I functions as the liaison between the patient and the center by providing efficient, empathetic excellent service, and administrative support off the phone activities which impacts the profitability of the organization.

Here is what you will need:

• High diploma or equivalent required;
• College coursework preferred;
• Contact center and healthcare experience preferred.
• Zero to one year's experience in a fast-paced customer service-oriented employment required;
• Scheduling experience preferred;
• Types at least 30 - 40 wpm and strong computer skills;
• Strong verbal communication and listening skills;
• Energetic and flexible;
• Customer service skills;
• Must be able to multi-task with various computer programs/applications;
• Exhibits sound judgment and is adaptable and flexible to patient needs;
• Strong spelling and grammar skills;
• Bilingual (English/Spanish) a plus.
• Well organized and detail oriented.
• Must be able to work in a fast pace environment that consists of repetitive work.

A Day in the Life of a Contact Center Agent:

Provide services and support for the following areas:

• Understand, promotes and demonstrates the Solis Way;
• Handles routine customer interactions and exhibits proficient customer service, effective listening, and empathy. Communication channels may include phone, email, or chat;
• Adheres to training guidelines and utilizes available resources when handling customer interactions,
• De-escalate situations involving dissatisfied patients, by offering assistance and support;
• Schedules patients and offers alternative scheduling options when centers dates/times are not available;
• Maintains performance by meeting or exceeding key performance indicators defined by organizational leaders. KPIs include but are not limited to average handle time, quality, attendance, and schedule adherence;
• Posses a moderate understanding of the role, and works under close supervision.
• Adheres to established procedures and processes for the contact center;
• Utilizes company resources and training materials.
• Maintains patient confidentiality 100% of the time;
• Maintains productivity, ensures minimal downtime.

Why Solis Mammography?

• A Great Place to Work for the third year in a row!
• Offer competitive benefits such as Medical, Dental, Vision, 401k, PTO, Paid Holidays, Backup Child/Adult Care as well as other unique benefits.

At Solis Mammography, we save lives. We shape the future of women's health. We are empowered, appreciated, and part of something bigger. Together, we deliver compassionate, exceptional care. Every patient. Every time.

Our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. As the nation's leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization.