Contact Center Agent

Solis Mammography; Tucson (AZ); On-site; USD 21,000 - 26,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Job summary

Solis Mammography in Tucson, AZ, is seeking a Contact Center Agent to be the first point of contact for patients and referring physicians. You will gather information, schedule appointments, and provide empathetic, efficient service in a fast-paced healthcare setting.

The role emphasizes strong communication, multi-tasking, and a commitment to patient confidentiality. Full-time position with standard workweek and benefits package offered.

Qualifications

• College coursework preferred.
• Contact center and healthcare experience preferred.
• 0–1 year in fast-paced customer service required.
• Scheduling experience preferred.
• Typing speed 30–40 wpm and strong computer skills.
• Bilingual English/Spanish a plus.
• Well organized and detail oriented.
• Must be able to multi-task in a fast-paced environment.

Responsibilities

• Understand, promote and demonstrate the Solis Way.
• Handle routine patient interactions with proficient customer service and empathy.
• De-escalate situations involving dissatisfied patients.
• Schedule patients and offer alternative scheduling options when centers dates/times are unavailable.
• Maintain performance by meeting KPIs such as average handle time, quality, attendance and schedule adherence.
• Possess a basic understanding of the role and work under close supervision.
• Adhere to established contact center procedures and processes.
• Utilize training materials and company resources.
• Maintain patient confidentiality 100% of the time.

Skills

Verbal communication

Active listening

Typing speed 30-40 wpm

Computer skills

Multitasking

Bilingual English/Spanish

Education

College coursework preferred

Job description

At Solis Mammography, we save lives. We shape the future of women's health. We are empowered, appreciated, and part of something bigger. Together, we deliver compassionate, exceptional care. Every patient. Every time.

Our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. As the nation's leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization.

Job Description

Contact Center Agent

Work Hours:Full-Time, 40 hours weekly, Monday-Friday

The Contact Center Agent is responsible for starting the Solis relationship, gathering information, scheduling appointments and functioning as the first point of contact for the patient and referring physicians. This position is critical to Solis Mammography; the Patient Access Representative I functions as the liaison between the patient and the center by providing efficient, empathetic excellent service, and administrative support (off the phone activities which impacts the profitability of the organization.

Here is what you will need:

• College coursework preferred;
• Contact center and healthcare experience preferred.
• Zero to one year's experience in a fast-paced customer service-oriented employment required;
• Scheduling experience preferred;
• Types at least 30 - 40 wpm and strong computer skills;
• Strong verbal communication and listening skills;
• Energetic and flexible;
• Must be able to multi-task with various computer programs/applications;
• Exhibits sound judgment and is adaptable and flexible to patient needs;
• Bilingual (English/Spanish) a plus.
• Well organized and detail oriented.
• Must be able to work in a fast pace environment that consists of repetitive work.

A Day in the Life of a Contact Center Agent:

Provide services and support for the following areas:

• Understand, promotes and demonstrates the Solis Way;
• Handles routine customer interactions and exhibits proficient customer service, effective listening, and empathy. Communication channels may include phone, email, or chat;
• Adheres to training guidelines and utilizes available resources when handling customer interactions,
• De-escalate situations involving dissatisfied patients, by offering assistance and support;
• Schedules patients and offers alternative scheduling options when centers dates/times are not available;
• Maintains performance by meeting or exceeding key performance indicators defined by organizational leaders. KPIs include but are not limited to average handle time, quality, attendance, and schedule adherence;
• Posses a moderate understanding of the role, and works under close supervision.
• Adheres to established procedures and processes for the contact center;
• Utilizes company resources and training materials.
• Maintains patient confidentiality 100% of the time;

Why Solis Mammography?

• A Great Place to Work for the fifth year in a row!
• Offer competitive benefits such as Medical, Dental, Vision, 401k, PTO, Paid Holidays, Backup Child/Adult Care as well as other unique benefits.

Area of Interest

Patient and Center Support

Position Type

Full Time

Hourly

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Solis Mammography complies with applicable Federal civil rights laws and does not discriminate on the basis of age, gender, disability, race, color, ancestry, citizenship, religion, pregnancy, sexual orientation, gender identity or expression, national origin, medical condition, marital status, veteran status, payment source or ability, or any other basis prohibited by federal, state, or local law