Contact Center Specialist - Hybrid

Contact Center Specialist 1

The Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails and electronic requests to assist as front line support for product and/or service requests. This may include, but not limited to, technical support, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems and providing information on behalf of the institution.

Essential functions of the role include responding to and resolving routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests. Ensuring a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution. Providing accurate, valid and complete information to customers by using the right methods and tools. Identifying emergent health situations based on caller information and coordinating immediate triage. Working collaboratively with providers, clinical staff and other departments to ensure patients needs are met. Responsible for calming upset customers by providing a composed and professional demeanor. Identifying and escalating priority issues for resolution. Documenting all customer contacts and accurately processing various documents to ensure optimal service. Accurately scheduling, preparing and communicating appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. May be required to ensure accurate creation of new accounts in the electronic medical record system, avoiding the creation of duplicate accounts, and verifying insurance coverage. Writing messages on behalf of patients, caregivers and healthcare professionals to clinic administrative and provider staff.

Key success factors include experience in a call center, customer service and/or healthcare setting preferred. Should possess a moderate understanding of general aspects of the job. Requires good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette. Excellent data entry, numeric, typing and computer navigational skills. Knowledge of patient portal preferred. Knowledge of customer service principles and practices 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 include immediate eligibility for health and welfare benefits, 401(k) savings plan with dollar-for-dollar match up to 5%, tuition reimbursement, and PTO accrual beginning Day 1. Note: Benefits may vary based upon position type and/or level.

Qualifications include a high school diploma or GED equivalent and less than one year of experience.

Baylor University Medical Center