Contact Center Specialist II

CoxHealth; Springfield (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

CoxHealth is seeking a Contact Center Specialist II to manage consumer interactions and ensure high-quality service. The role involves directing inquiries to the right department, coordinating centralized scheduling for clinics, and helping patients access their provider.

Strong empathy, communication, and problem-solving are essential. Required: high school diploma or equivalent and 1 year of customer service experience; healthcare or call center experience is preferred.

Qualifications

• Requires a high school diploma or equivalent.
• At least 1 year of customer service experience and/or competency in a Contact Center Specialist I role for at least 6 months or equivalent skills.
• Preferred: 2+ years customer service experience, healthcare experience, and/or call center experience.

Responsibilities

• Manage interactions with consumers to ensure high level of customer service.
• Direct inquiries to the appropriate department and coordinate centralized scheduling for clinics.
• Support access to providers by assisting with scheduling and related tasks.

Skills

Empathy

Communication

Problem-solving

Time management

Teamwork

Microsoft Office

Healthcare software

Multitasking

Decision making

Education

High school diploma or equivalent

Tools

Microsoft Office Programs

Healthcare software programs

Job description

Facility:CoxHealth South: 3801 S National Ave, Springfield, Missouri, United States of America, 65807Department:1734 Contact ServicesScheduled Weekly Hours:40Hours:8:30AM-5PMWork Shift:Day Shift (United States of America)CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. The organization includes six hospitals, 5 ERs, and over 80 clinics. CoxHealth has earned the following honors for workplace excellence:Named one of Modern Healthcare’s Best Places to work five times.Named one of America’s Greatest Workplaces, Greatest Workplaces in Healthcare (2025, 2026), Greatest Workplaces for Women (2023, 2024), and Greatest Workplaces for Diversity (2024) by Newsweek and Plant-A Insights Group.Acknowledged by Forbes as one of the Best Employers for New Grads.Healthcare Innovation's Top Companies to Work for in Healthcare (2025).BenefitsMedical, Vision, Dental, Retirement with Employer Match and more (20+ hrs/week)For a comprehensive list of benefits, please click here: Benefits | CoxHealthJob Description:The Contact Center Specialist II is responsible for managing interactions with consumers to ensure high level of customer service. Key responsibilities include answering consumer inquires, directing them to the appropriate department, centralized scheduling services for clinics, and other duties related to ensure patients can easily access their provider(s). Education: • Required: High school diploma or Equivalent Experience: • Required: 1-year customer service experience and/or competency completed in Contact Center Specialist I role for a minimum of 6 months or equivalent skills. • Preferred: 2+ year customer service experience, healthcare experience, and/or call center experience Skills: • Strong customer services skills that demonstrate empathy, kindness, safety, and compassion • Problem solving skills to analyze and respond to consumer inquires • Ability to work independently and as a member of a team • Possess excellent time management skills • Professional written and verbal communication skills • Proficient in Microsoft Office Programs as well as healthcare related programs • Ability to multi-task, manage call volume and prioritize patient needs • Ability to make timely decisions and provide best possible outcome • Competency in required skills as a Contact Center Specialist I or equivalent skills Licensure/Certification/Registration: N/A