Contact Center Specialist 2

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.

• We never settle by constantly striving for better.

• We are in it together by supporting one another and those we serve.

• We make an impact by taking initiative and delivering exceptional experience.

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 upon position type and/or level.

Job Summary

The Contact Center Specialist 2, under moderate supervision, handles routine and escalated calls, emails, and requests. They assist with product or service requests. This includes technical help, answering questions, registering new patients, and scheduling appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and give information for the institution. They may help train and mentor Contact Center Specialist 1 staff.

Essential Functions of the Role

• Responds to, and resolves, routine and escalated 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.

• May include more complex specialty clinic procedural scheduling.

• May process urgent referrals and services as a System Expeditor.

• Works collaboratively with providers, clinical staff, and other departments to ensure patient's needs are met.

• Calm upset customers with a composed and professional demeanor. Identify and escalate priority issues for resolution.

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

• Accurately schedules, prepares, and communicates appointment details and financial information. This ensures timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, following system and operating guidelines.

• May need to ensure accurate creation of new accounts in the electronic medical record system. Avoid creating duplicate accounts and verify insurance coverage.

• May assist with training and mentoring Contact Center Specialist 1.

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

Key Success Factors

• Full proficiency in a call center or customer service setting. Knowledge of customer service values, practices, and call center telephony and technology.

• Provide troubleshooting help, answer questions, train new staff, and resolve registration work queues to correct errors or missing patient/insurance information.

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

• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.

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

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

• Comfortable working in a fast-paced, constantly changing, and stressful environment.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent

• EXPERIENCE - 2 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.