Contact Center Specialist

Work schedule: This is a Part-time position without benefits.

PRIMARY PURPOSE

Identifies caller’s needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System.

MINIMUM SPECIFICATIONS

• Education None.
• Experience Must have one (1) year of customer service experience.
• Equivalent Education and/or Experience May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.
• Certification/Registration/Licensure None.
• Required Tests for Placement None.

Skills or Special Abilities

• Must be bilingual (Spanish).
• Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment.
• Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors.
• Must successfully pass a pre-employment spelling test with a minimum score of 85%.
• Must successfully pass a customer service skills test with a minimum score of 80%.
• Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person.
• Must be able to demonstrate a working knowledge of personal computers, and standard office equipment.
• Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures.
• Must be able to solve problems within established policies and procedures.
• Must demonstrate a positive demeanor, good verbal and written communication skills.
• Must be able to successfully complete additional job related training when offered.
• Must be able to function in a team environment.

Uses multiple software applications to process incoming and outgoing calls. Connects appropriate extension and provides adequate information to ensure prompt and efficient communication.

Responsibilities

• Understand importance of and consistently follows emergency code notification processes and procedures through appropriate use of telecommunications systems.
• Demonstrates active listening skills to identify caller’s need.
• Consistently keeps caller informed of call process.
• Gathers and inputs information as needed to route calls appropriately.
• Maintains acceptable productivity and quality standards as established by management to ensure the Call Center operates effectively and efficiently.
• Understands and appropriately utilizes all supplies and equipment, demonstrating responsible stewardship in the use of Parkland’s resources.

Job Accountabilities

• Identifies ways to improve work processes and improve customer satisfaction.
• Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure.
• Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area.
• Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans.
• Seeks advice and guidance as needed to ensure proper understanding.

Parkland Health, one of the nation’s largest public hospital systems, is dedicated to delivering exceptional care to the Dallas community. A career at Parkland means joining a collaborative, engaged team focused on excellence, innovation, and patient-centered service. Our employees are supported with resources to grow, succeed, and make a meaningful impact every day.