Contact Center Specialist 3

JOB SUMMARY

The Contact Center Specialist 3, working alone, responds to routine, complex and escalated inbound phone calls, emails and electronic requests to assist as front line help for product and/or service inquiries, and facilitates the resolution of patient complaints and issues. This may include, but 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. This job level typically participates in training and mentoring Levels 1 and 2 staff.

ESSENTIAL FUNCTIONS OF THE ROLE

• Serves as a back up to the supervisor by providing training, coaching and mentoring Levels 1 and 2 staff. May maintain scheduling.

• Identifies, troubleshoots, reconciles and responds to escalated customer complaints and service issues.

• Identifies emergent health situations based on customer information, and coordinates immediate triage.

• Ensures accurate, compliant and timely registration of new patients to ensure optimal service and facilitate financial reimbursement.

• Identifies and resolves discrepancies or missing information. May include more complex specialty and procedural scheduling.

• Serves as a point of contact for clinics to assist with resolution of patient complaints and issues. May attend clinic administrative meetings to promote relationships and process improvements. May also participate in process improvement initiatives and projects.

• Documents all customer contacts and accurately processes various documents to ensure optimal service.

• Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, ancillary testing and optimal reimbursement, in accordance with system and operating guidelines.

• Interprets physician orders. 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.

• Instructs patients in preparation of tests and procedures, routings, locations and other general information.

• Writes messages on behalf of patients, caregivers and healthcare professionals to clinic administrative and provider staff.

KEY SUCCESS FACTORS

• Must have gained proficiency in multiple competencies relevant to the job. Works alone within established procedures associated with the specific job function.

• Demonstrates ability to provide troubleshooting help, answer questions, train new staff and resolve assigned work queues to correct errors and/or missing information.

• Requires excellent ability to identify and troubleshoot a wide range of questions and service issues.

• Excellent listening, social and communication (oral and written) skills, and professional, nice and respectful telephone etiquette.

• Ability to calm upset customers in a composed and professional demeanor.

• Excellent data entry, numeric, data entry and computer navigational skills.

• Thorough knowledge of customer service values and practices.

• Thorough knowledge of call center telephony and technology.

BENEFITS

Our competitive benefits package includes the following

• 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 - 4 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.