Contact Center Specialist I - DAY SHIFT - Corporate Services Contact Center

Provides a high quality experience for the patients and physicians of Penn State Health and acts as the first point of contact for various patient needs including scheduling, registrations, access and general information, and appointment confirmation. Provides essential telephone coverage from 6:00am-10:00pm 365 days per year for Contact Center responsibilities including the Careline, MD Network, MD Network Pediatrics, and Patient Relations inbound phone queues that support the entire medical institution including the hospital, Medical Group, College of Medicine, and across all Penn State Health locations. Deploys excellent customer service engagement skills by phone and electronic mail. Responsible to accurately process a high volume and wide variety of calls by determining the caller's specific needs, assisting the caller, or redirecting the caller to the proper location for assistance. Ensure that all calls are answered accurately and timely, maintain efficiency with all departmental processes and procedures.

• High School Diploma required.
• 1 year of job related experience required.
• Ability to successfully complete a hands-on training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations required.

• Ability to maintain and utilize proficient knowledge in in all department processes, procedures and software applications that support for the daily operations of the Contact Center including Centuarus, Smart Web, Cerner, Powerchart, Outlook, Decision Tree and Microsoft folders.
• High level of service excellence in all interactions with patients, business partners, and team members according to established behavioral standards.
• Excellent customer service, interpersonal communication, problem solving and computer skills.
• Strong oral and written communication skills, decision making and resilience.
• Critical thinking skills and good judgment under pressure.
• High level of professional and ethical standards and performance.
• Ability to acquire and maintain proficient knowledge in policies and procedures including scheduling, referrals, paging, and location information.

• Experience including word processing, scheduling, telephone call center system, medical office, or medical terminology preferred.
• High volume call center experience preferred.

Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.

For more information: ~~~

• Be Well with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
• Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
• Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
• Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
• Be Supported by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.

For a full list with more detailed information: ~~~

There are many ways to make an impact with one of the leading research, teaching, and clinical healthcare systems in the country. Through a combination of operational, corporate, clinical, and nonclinical roles, we are advancing excellence and innovation in health care together as one team. As Penn State Health continues to evolve for the future, we are committed to hiring dedicated employees who are passionate about delivering the best possible support across our entire integrated health system.

Within Penn State Health's Shared Services Entity, we encourage our employees at every turn to continue their education and advancement. Numerous opportunities are available for professional development and career growth.

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call ~~~ between the hours of 7:00 AM and 5:00 PM, Eastern Standard Time, Monday through Friday, email ~~~ or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.