Contact Center Specialist - Patient Access

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:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

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

Job Summary

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.

Essential Functions of the Role

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

Key Success Factors

• Experience in a call center, customer service, or healthcare setting is preferred. Should have a moderate understanding of general job aspects.

• Requires good listening, interpersonal and communication skills, and professional, nice and respectful telephone etiquette.

• Excellent data entry, numeric, data entry, and computer navigational skills.

• Knowledge of the patient portal is preferred.

• Knowledge of customer service values and practices is preferred.

• Knowledge of call center telephony and technology preferred.

• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to customer inquiries.

• Comfortable working in a fast-paced, constantly changing, and stressful environment.

• Work Schedule: Flexible schedule within Contact Center operating hours of 7:00 AM - 7:00 PM Monday through Friday. Occasional Saturday coverage (9:00 AM - 1:00 PM) may be required. Employees who work a Saturday shift receive equivalent flex time during the workweek.

• Ability to work successfully in a remote environment after onsite training.

• Reliable transportation and ability to commute to the Round Rock office when needed.

• Customer service experience required; call center experience preferred.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - Less than 1 Year of Experience