Contact Center Specialist - Hybrid

Baylor Scott & White Health; Frisco (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Tuition Reimbursement

PTO accrual

Job summary

Baylor Scott & White Health is seeking a Contact Center Specialist 1 to serve as the front-line support for patient and provider inquiries in Frisco, TX. The role involves handling calls, emails, and electronic requests, assisting with scheduling, finances, and information provision, while delivering professional and courteous service.

The position emphasizes accuracy, timely responses, and collaboration with clinical staff to ensure patient needs are met in a fast-paced environment.

Qualifications

• Experience in a call center, customer service and/or healthcare setting preferred.
• HS diploma or GED required.
• Strong communication and customer service skills.
• Excellent data entry and typing accuracy.

Responsibilities

• Respond to routine inquiries via inbound calls, emails, and electronic requests.
• Provide information, schedule appointments, and assist with financial clearance as needed.
• Collaborate with providers and staff to meet patient needs.
• Document all contacts and update records accurately.
• Escalate priority issues and triage as appropriate.

Skills

Call center experience

Communication skills

Typing

Data entry

Patient portal knowledge

Education

High school diploma or GED

Tools

EMR systems

Phone/telephony systems

Job description

Job Summary

The Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails and electronic requests to assist as front line support for product and/or service requests. This may include, but not limited to, technical support, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems and providing information on behalf of 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 by using the right 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.
• Responsible 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.
• Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. May be required to ensure accurate creation of new accounts in the electronic medical record system, avoiding the creation of duplicate accounts, and verifying 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 and/or healthcare setting preferred. Should possess a moderate understanding of general aspects of the job.
• Requires good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette.
• Excellent data entry, numeric, typing and computer navigational skills.
• Knowledge of patient portal preferred.
• Knowledge of customer service principles and practices 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.

Benefits

• 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

Qualifications

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