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.

ESSENTIAL FUNCTIONS OF THE ROLE

• 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.

KEY SUCCESS FACTORS

• Experience in a call center, customer service and/or healthcare setting preferred. Should possess a moderate understanding of general aspects of the job.
• Requires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette.
• Excellent data entry, numeric, data entry, and computer navigational skills.
• Knowledge of the patient portal is preferred.
• Knowledge of customer service values and practices is preferred.
• Knowledge of call center telephony and technology preferred.
• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.

BENEFITS

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: 

• 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 on position type and/or level

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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!

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