Provides leadership in specific projects,softwares and any administrative duties as needed. Serves as a subject matterexpert, monitors daily workflows, provides support for training, projects,monitors routine shift and departmental reports and brings issues of concern tomanagement.
WHAT IS EXPECTED (ESSENTIAL FUNCTIONS):
Serves as point of escalation for front-linestaff for problem resolution with customers.
Training resource for all communication reps.
Functions as a resource for staff in the absenceof a supervisor.
Supports standard work processes, promoteshuddles and team-building within the service center- identifies and offersideas for any needed improvement.
Provides front-line customer support byanswering CSC phones, monitoring phone queues, work order dashboards anddispatch screens for all (non 911) related services - to ensure the needs ofpatients and employees are met.
Fills in for full-time Dispatchers for fullshifts when needed.
Leads or participates in projects as assigned.
Creates, prepares, edits and presents routinereports to departments and leadership - providing information on dispatchingand other reportable activities.
Performs other position appropriate duties asrequired in a competent, professional and courteous manner.
KNOWLEDGE, SKILLS AND ABILITIES:
Proficiency with Microsoft Office Suite.
Excellent customer service skills.
Ability to handle difficult situations;providing conflict resolution if necessary.
Ability to remain calm and effective in astressful, fast-paced environment.
Ability to read, write and communicate in theEnglish language.
Ability to comprehend instructions,correspondence, memos and other forms of verbal and written communications.
The information contained inthis job description is intended to describe the essential job functionsrequired of those assigned to this job. It is not intended to be an exhaustivelist of all responsibilities, duties, knowledge, skills, and abilities neededto perform the job. Please note that management retains the right to assign orreassign duties and responsibilities to this job at any time. The ability tocompetently perform all the essential duties of the position, with or withoutreasonable accommodation, demonstrated commitment to effective customer servicedelivery, integrity, and the ability to work productively as a member of a teamor work group are basic requirements of all positions at Baylor Scott &White Health.
MINIMUM REQUIREMENTS ADDENDUM:
Two years work experience in Customer Service isrequired. Six months of that experience must be internal Customer Service Rep(CSR) experience.
Associates degree in a related field preferred
Experience in training staff preferred.
Previous healthcare experience preferred.
Internal Number: 19007113
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!