LOCATION: 4716 Alliance Bld. Ste #470; Plano, TX 75093

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WORK HOURS: Monday through Friday 8 am to 5 pm with 1 hour lunch 

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About Us

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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.

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Our Core Values are:

\n\nWe serve faithfully by doing what's right with a joyful heart.\nWe never settle by constantly striving for better.\nWe are in it together by supporting one another and those we serve.\nWe make an impact by taking initiative and delivering exceptional experience.\n\n

Benefits

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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:

\n\nEligibility on day 1 for all benefits\nDollar-for-dollar 401(k) match, up to 5%\nDebt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more\nImmediate access to time off benefits\n\n

At Baylor Scott & White Health, your well-being is our top priority.

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Note: Benefits may vary based on position type and/or level

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Job Summary

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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.

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Essential Functions of the Role

\n\nResponds to, and resolves, routine and escalated inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.\nEnsures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.\nProvides accurate, valid, and complete information to customers by using the right methods and tools.\nIdentifies emergent health situations based on caller information and coordinates immediate triage.\nMay include more complex specialty clinic procedural scheduling.\nMay process urgent referrals and services as a System Expeditor.\nWorks collaboratively with providers, clinical staff, and other departments to ensure patient's needs are met.\nCalm upset customers with a composed and professional demeanor. Identify and escalate priority issues for resolution.\nDocuments all customer contacts and accurately processes various documents to ensure optimal service.\nAccurately 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.\nMay need to ensure accurate creation of new accounts in the electronic medical record system. Avoid creating duplicate accounts and verify insurance coverage.\nMay assist with training and mentoring Contact Center Specialist 1.\nWrites messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.\n\n

Key Success Factors

\n\nFull proficiency in a call center or customer service setting. Knowledge of customer service values, practices, and call center telephony and technology.\nProvide troubleshooting help, answer questions, train new staff, and resolve registration work queues to correct errors or missing patient/insurance information.\nExcellent listening, interpersonal, and communication (oral and written) skills, and professional, nice, and respectful telephone etiquette.\nAbility to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.\nAbility to calm upset customers in a composed and professional demeanor.\nExcellent data entry, numeric, data entry, and computer navigational skills.\nComfortable working in a fast-paced, constantly changing, and stressful environment.\n\n

Belonging Statement

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We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

EDUCATION - H.S. Diploma/GED EquivalentEXPERIENCE - 2 Years of Experience