Customer Service Representative I - Healthcare Contact Center (Evenings)

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

Serves as the critical point of contact for public and internal customers. Properly greets and records requests. Acts as the link between customers and hospital departments for problem resolution. Efficiently performs duties related to directory assistance, documentation, and dispatch of work requests using hospital-designated software.

Essential Functions of the Role

• Utilizes telephony and software systems to identify and greet callers. Records requests and assigns work requests for all services helped by the CSC.
• Effectively handles and resolves challenging customer situations through appropriate communication methods. Promptly identifies and escalates challenging situations to appropriate leadership.
• Responds calmly and performs effectively during emergent and/or stressful situations.
• Monitors and responds to web and email requests in an efficient manner.
• Ability to evaluate and prioritize emergency calls. Successfully passes proficiency checklists for dispatch of all urgent requests.
• Performs all position-appropriate duties in a competent, professional, and courteous manner.
• Demonstrating commitment to customer service and working well in a team are basic requirements.
• Expectations describe "essential" functions only. Management can reassign duties and responsibilities to this position at any time.

Key Success Factors

• Excellent phone and customer service skills.

• Ability to read and write in the English language.

• Proficiency with the Microsoft Office Suite of software.

• Ability to comprehend instructions, correspondence, memos and other forms of verbal and written communications.

• Ability to be successful in a stressful, fast-paced environment, handling difficult situations and conflict resolution when necessary.

• Previous call center or contact center experience preferred.

• Must be able to work assigned shifts and demonstrate flexibility based on business needs.

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