Contact Center Specialist

at  Baylor Scott White Health

JOB SUMMARY

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

• Responds to, and resolve routine 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.
• Works collaboratively with providers, clinical staff, and other departments to ensure patients? needs are met.
• Accountable for calming upset customers by providing a composed and professional demeanor.
• Identifies and escalates priority issues for resolution.
• Documents all customer contacts and accurately processes various documents to ensure optimal service.
• Accurately schedules prepare and communicate appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with the system and operating guidelines.
• May be required to ensure the accurate creation of new accounts in the electronic medical record system, avoid the creation of duplicate accounts, and verify insurance coverage.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.