Contact Center Specialist 2 - Remote

Contact Center Specialist 2

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

The Contact Center Specialist 2, under moderate supervision, handles routine and escalated calls, emails, and requests. They assist with product or service requests. This includes technical help, answering questions, registering new patients, and scheduling appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and give information for the institution. They may help train and mentor Contact Center Specialist 1 staff.

Essential Functions of the Role:

• Responds to, and resolves, routine and escalated inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
• Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
• Provides accurate, valid, and complete information to customers by using the right methods and tools.
• Identifies emergent health situations based on caller information and coordinates immediate triage.
• May include more complex specialty clinic procedural scheduling.
• May process urgent referrals and services as a System Expeditor.
• Works collaboratively with providers, clinical staff, and other departments to ensure patient's needs are met.
• Calm upset customers with a composed and professional demeanor. Identify and escalate priority issues for resolution.
• Documents all customer contacts and accurately processes various documents to ensure optimal service.
• Accurately schedules, prepares, and communicates appointment details and financial information. This ensures timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, following system and operating guidelines.
• May need to ensure accurate creation of new accounts in the electronic medical record system. Avoid creating duplicate accounts and verify insurance coverage.
• May assist with training and mentoring Contact Center Specialist 1.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

Key Success Factors:

• Full proficiency in a call center or customer service setting. Knowledge of customer service values, practices, and call center telephony and technology.
• Provide troubleshooting help, answer questions, train new staff, and resolve registration work queues to correct errors or missing patient/insurance information.
• Excellent listening, interpersonal, and communication (oral and written) skills, and professional, nice, and respectful telephone etiquette.
• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
• Ability to calm upset customers in a composed and professional demeanor.
• Excellent data entry, numeric, data entry, and computer navigational skills.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.

We believe that all people should feel welcomed, valued and supported.

Qualifications:

• Education - H.S. Diploma/GED Equivalent
• Experience - 2 Years of Experience