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Contact Center Specialist - Round Rock, United States - Baylor Scott & White Health

Baylor Scott & White Health

Verified Company

Round Rock, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

JOB SUMMARY

ESSENTIAL FUNCTIONS OF THE ROLE

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 fastpaced, constantly changing, and stressful environment.

BENEFITS
Our competitive benefits package includes the following