Call Center Representative Senior - Scheduling

Summary:

Supports and participates in the development and management of the Ambulatory Access Center. Assists the Service Center leadership with the day-to-day activities relating to processproblems/changes, inter-department communication, receiving feedback, and adjustingworkflow. Monitors data and team processes while supporting the call center's focus toimprove the services provided. Advanced customer service skills and problem-solving skills. The ability to assist with refresher training of existing and new team members. Effectively provide support to team members to ensure they are following correct procedures and protocols.

Responsibilities:

• Answers calls and schedules appointments in high volume access center.
• Monitors service volumes and timeliness.
• Supports and motivates call center agents.
• Assists with the design and delivery of all training programs within the access center.
• Assist in auditing and monitoring phone customer interactions, observing performance, techniques and application of guidelines and procedures.
• Ensure accuracy in all required demographic, financial, referral/authorization, clinical and other registration data is accurately scheduled, collected, verified and communicated.
• Assists with handling escalated calls or concerns.
• Supports the call center functions aligning with the principles of CHRISTUS Health.
• Assist precepting new associates. Coach and provide training to associates to maintain high customer service standards.
• Assist Ambulatory Access Center leadership and contribute in maintaining a positive work environment.
• Attend mandatory meetings in person if working remotely. Additional in person work may be needed based on department needs.
• Performs other duties as required or assigned

Requirements:

Education/Skills

• High School diploma
• Strong written and verbal communication skills gained from prior customer/patient experience in a similar call center role.
• Ability to multi-task and be a hands-on self-starter in a fast-paced environment.
• Excellent organizational skills and attention to detail. Outstanding interpersonal communication and customer service skills.
• Ability to work both independently and as part of a team required.
• Exhibits high proficiency with computers, MS Office.
• Problem solving ability and demonstrated initiative and responsibility required.
• Familiar with health care insurance eligibility and authorization

Experience

• 4 years of experience working in a call center and/or healthcare environment required.
• A Bachelor's degree may be substituted for two years of the required work experience.

Preferred

• Bi-lingual in Spanish
• One year of healthcare experience as a Medical Assistant or assisting patients in any capacity

Licenses, Registrations, or Certifications

• None

Work Schedule:

8AM - 5PM Monday-Friday

Work Type:

Full Time