Contact Center Agent II

OSF HealthCare; Peoria (IL); Remote; USD 10,000 - 60,000; Full time

Job summary

OSF HealthCare is seeking a Contact Center Agent II to enhance patient interactions by providing exceptional service during scheduling and inquiries. This position allows remote work from Illinois with occasional in-office training. The ideal candidate must have strong communication skills and a background in customer service, particularly in healthcare settings.

Qualifications

• 2 years in a customer service role required.
• 3 years in healthcare scheduling preferred.
• Knowledge of medical terminology preferred.

Responsibilities

• Deliver exceptional customer service in a contact center.
• Perform appointment scheduling and pre-registration.
• Coordinate services with clinic departments.

Skills

Customer Service

Communication

Problem-Solving

Multitasking

Education

High School/GED

Associate's degree

Job description

OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF.

Expected pay for this position is $20.21 - $23.77/hour. Actual pay will be determined by experience, skills and internal equity. This is an Hourly position.

Total Rewards

"Your life - our Mission"

OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF.

Expected pay for this position is $20.21 - $23.77/hour. Actual pay will be determined by experience, skills and internal equity. This is an Hourly position.

Overview

This is a remote work from home position, must reside in IL. Would need to be able to travel to the office for training and other required, rare occasions.

Training for this position is on site in Peoria .

POSITION SUMMARY:

The Contact Center Agent II contributes to overall patient experience by delivering exceptional customer service to patients, families, caregivers, providers and the community during every interaction. Performs a complex variety of patient care activities in a contact center environment, including accurate appointment scheduling and pre-registration to achieve first contact resolution and optimize patient flow. The Agent II performs varied and complex scheduling flows that span across, but not limited to, advanced radiology scheduling, X-ray, ultrasound, mammography, lab, cardiology, and behavioral health. Navigates an array of scheduling templates and pre-defined decision trees. Consistently demonstrates OSF’s mission and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes. Embraces a culture of customer-centric behavior and innovation critical to a contact center environment.

Qualifications

REQUIRED QUALIFICATIONS:

Education: High School/GED

Experience: 2 years of work experience in a customer service role

PREFERRED QUALIFICATIONS:

Education: Associate's degree

Experience:

3 years of customer service experience in a healthcare procedural scheduling, registration, or patient access setting. Knowledge of medical terminology and terminology used by insurance and managed care health plans. Knowledge of functions and relationships within a hospital environment. Bilingual skills.

Other requirements/information:

Possesses strong customer service skills and the ability to demonstrate courtesy, compassion and empathy. Strong verbal and written communication skills including good voice quality; good diction and articulation, especially when it comes to articulating highly technical wording and concepts that are scripted within scheduling decision trees. Proven ability to multitask, handling telephone conversations with customers while entering data in a computer real time. Demonstrated ability to work in multiple types of electronic systems at once to manage consumers' needs. Proficient in the use of computers and ability to type a minimum of 35 wpm. Proven ability to initiate creative problem-solving and critical thinking skills to find solutions to complex scheduling needs; to work independently and learn on the job; recognize and solve typical problems that occur in own work area without supervisory approval; evaluate and select solutions for established operations.Availability to work a flexible schedule that may include evening, weekend, and holiday shifts.

OSF HealthCare is an Equal Opportunity Employer

REQUIRED QUALIFICATIONS:

Education: High School/GED

Experience: 2 years of work experience in a customer service role

PREFERRED QUALIFICATIONS:

Education: Associate's degree

Experience:

3 years of customer service experience in a healthcare procedural scheduling, registration, or patient access setting. Knowledge of medical terminology and terminology used by insurance and managed care health plans. Knowledge of functions and relationships within a hospital environment. Bilingual skills.

Other requirements/information:

Possesses strong customer service skills and the ability to demonstrate courtesy, compassion and empathy. Strong verbal and written communication skills including good voice quality; good diction and articulation, especially when it comes to articulating highly technical wording and concepts that are scripted within scheduling decision trees. Proven ability to multitask, handling telephone conversations with customers while entering data in a computer real time. Demonstrated ability to work in multiple types of electronic systems at once to manage consumers' needs. Proficient in the use of computers and ability to type a minimum of 35 wpm. Proven ability to initiate creative problem-solving and critical thinking skills to find solutions to complex scheduling needs; to work independently and learn on the job; recognize and solve typical problems that occur in own work area without supervisory approval; evaluate and select solutions for established operations.Availability to work a flexible schedule that may include evening, weekend, and holiday shifts.

OSF HealthCare is an Equal Opportunity Employer

About the company

OSF HealthCare is a not-for-profit Catholic health care organization that operates a medical group, hospital system, and other health care facilities in Illinois and Michigan.

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