Contact Center Specialist 2

Contact Center Specialist

The Contact Center Specialist 2, working under moderate supervision, responds to routine and escalated inbound phone calls, emails and electronic requests, to assist as front line support for product and / or service requests. This may include, but not limited to, technical support, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems and providing information on behalf of the institution. May assists in training and mentoring 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.
• Works collaboratively with providers, clinical staff and other departments to ensure patients needs are met.
• Responsible for calming upset customers by providing a composed and professional demeanor, with the ability to 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 necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines.
• May be required to ensure accurate creation of new accounts in the electronic medical record system, avoiding the creation of duplicate accounts and verifying insurance coverage.
• May assist with training and mentoring Contact Center Specialist 1 positions.
• Writes messages on behalf of patients, caregivers and healthcare professionals to clinic administrative and provider staff.

Key Success Factors :

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