LOCATION: 1700 University Drive E, College Station, 77840

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WORK HOURS: Mon-Fri 7am-7pm- 8hrs between that schedule

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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 1, under close supervision, responds to routine inbound calls, emails, and electronic requests. They assist as front-line help for product and service requests. This may include technical help, answering questions, registering new patients, and scheduling healthcare appointments. They also provide financial clearance, handle complaints, troubleshoot problems, and provide information for the institution.

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Essential Functions of the Role

\n\nResponds to, and resolve routine 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 using the right methods and tools. Identifies emergent health situations based on caller information. Coordinates immediate triage.\nWorks collaboratively with providers, clinical staff, and other departments to ensure patients' needs are met.\nAccountable for calming upset customers by providing a composed and professional demeanor.\nIdentifies and escalates priority issues for resolution.\nDocuments all customer contacts and accurately processes various documents to ensure optimal service.\nSchedules, prepares, and communicates appointment details and financial information. This ensures timely arrival, appointment preparedness, testing, and optimal reimbursement.\nMay need to ensure accurate creation of new accounts in the electronic medical record system, avoid duplicate accounts, and verify insurance coverage.\nWrites messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.\n\n

Key Success Factors

\n\nExperience in a call center, customer service, or healthcare setting is preferred. Should have a moderate understanding of general job aspects.\nRequires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette.\nExcellent data entry, numeric, data entry, and computer navigational skills.\nKnowledge of the patient portal is preferred.\nKnowledge of customer service values and practices is preferred.\nKnowledge of call center telephony and technology preferred.\nAbility to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.\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 - Less than 1 Year of Experience