Contact Center Specialist - Cardiology

Training 4–8 weeks onsite, Monday–Friday, 8:00 AM–4:30 PM Job Summary 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. This may include technical help, answering questions, registering new patients, and scheduling healthcare appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and provide information for the institution. Essential Functions of the Role Respond to and resolve routine inquiries, complaints and concerns through inbound phone calls, emails, and electronic requests. Ensure a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution. Provide accurate, valid, and complete information to customers using the right methods and tools. Identify emergent health situations based on caller information and coordinate immediate triage. Work collaboratively with providers, clinical staff, and other departments to ensure patients’ needs are met. Be accountable for calming upset customers by providing a composed and professional demeanor. Identify and escalat priority issues for resolution. Document all customer contacts and accurately process various documents to ensure optimal service. Schedule, prepare, and communicate appointment details and financial information, ensuring 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. Write messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff. Key Success Factors Experience in a call center, customer service, or healthcare setting is preferred. Should have a moderate understanding of general job aspects. Requires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette. Excellent data entry, numeric, data entry, 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 by using electronic and paper resource materials and correctly respond to customer inquiries. Comfortable working in a fast‑paced, constantly changing, and stressful environment. 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. Qualifications EDUCATION - H.S. Diploma/GED Equivalent EXPERIENCE - Less than 1 Year of Experience #J-18808-Ljbffr Baylor Scott & White Health