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:

Eligibility on day 1 for all benefitsDollar-for-dollar 401(k) match, up to 5%Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and moreImmediate access to time off benefits

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

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

Job Summary

The Contact Center Specialist 3 responds to routine, complex, and escalated calls, emails, and requests. They assist with product or service inquiries and resolve patient complaints. This includes technical help, answering questions, registering new patients, scheduling appointments, providing financial clearance, handling complaints, troubleshooting, and providing information. This job level also trains and mentors Levels 1 and 2 staff.

Essential Functions of the Role

Serves as a backup to the supervisor by training, coaching, and mentoring Levels 1 and 2 staff. May maintain scheduling.Identifies, troubleshoots, reconciles and responds to escalated customer complaints and service issues.Identifies emergent health situations based on customer information, and coordinates immediate triage.Ensures accurate, compliant and timely registration of new patients to ensure optimal service and facilitate financial reimbursement.Identifies and resolves discrepancies or missing information. May include more complex specialty and procedural scheduling.Serves as a point of contact for clinics to help resolve patient complaints and issues. May attend clinic administrative meetings to promote relationships and process improvements. May also join process improvement initiatives and projects.Documents all customer contacts and accurately processes various documents to ensure optimal service.Accurately schedules, prepares, and communicates appointment details and financial information. This facilitates timely arrival, appointment preparedness, testing, and optimal reimbursement.Interprets physician orders. May need to ensure accurate creation of new accounts in the electronic medical record system. Avoids creating duplicate accounts and verifies insurance coverage.Instructs patients in preparation of tests and procedures, routings, locations and other general information.Writes messages on behalf of patients, caregivers and healthcare professionals to clinic administrative and provider staff.

Key Success Factors

Must have proficiency in multiple job-related skills. Works alone within established job procedures.Demonstrates ability to troubleshoot, answer questions, train new staff, and resolve work queues to correct errors or missing information.Requires excellent ability to identify and troubleshoot a wide range of questions and service issues.Excellent listening, social and communication (oral and written) skills, and professional, nice and respectful telephone etiquette.Ability to calm upset customers in a composed and professional demeanor.Excellent data entry, numeric, data entry and computer navigational skills.Thorough knowledge of customer service values and practices.Thorough knowledge of call center telephony and technology.

Belonging Statement

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 - 4 Years of Experience