Orthopedic Contact Center Specialist

About Us

Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas.

Job Summary

The Contact Center Specialist 1, under close supervision, responds to routine inbound calls, emails, and electronic requests. They act as front-line support for product and service requests, including technical help, answering questions, registering new patients, and scheduling healthcare appointments. This role also involves providing financial clearance, handling complaints, troubleshooting problems, and providing information for the institution.

Essential Functions Of The Role

• Responds to and resolves 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 appropriate 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.
• Maintains a composed and professional demeanor to calm upset customers.
• Identifies and escalates priority issues for resolution.
• Documents all customer contacts and accurately processes various documents.
• Schedules, prepares, and communicates appointment details and financial information for timely arrival, appointment preparedness, testing, and optimal reimbursement.
• May 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.

Requirements & Tech Stack

• EDUCATION: H.S. Diploma/GED Equivalent
• EXPERIENCE: Less than 1 Year of Experience
• Good listening, interpersonal, and communication skills.
• Professional, nice, and respectful telephone etiquette.
• Excellent data entry, numeric, and computer navigational skills.
• Ability to promptly assess requests using electronic and paper resource materials and correctly respond to customer inquiries.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.

Preferred Qualifications

• Experience in a call center, customer service, or healthcare setting.
• Moderate understanding of general job aspects.
• Knowledge of the patient portal.
• Knowledge of customer service values and practices.
• Knowledge of call center telephony and technology.
• Bilingual in English/Spanish.