Specialist Contact Center - Corporate Services Contact Center

Penn State Health; Hershey (PA); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Tuition discount for employees and DEs

Job summary

Penn State Health is seeking a Specialist Contact Center for Corporate Services to provide reliable telephone coverage and exceptional patient-focused service across Careline, MD Network, and Patient Relations. The role supports the entire medical institution, handling scheduling, registrations, and information requests with a strong emphasis on accuracy and courtesy.

The position requires a High School Diploma or equivalent and at least one year of customer service experience, with preferred

Qualifications

• High School Diploma or equivalent education.
• Minimum one (1) year Customer Service experience.
• Preferred: Previous call center experience.
• Preferred: Previous experience in a medical environment.

Responsibilities

• Provide essential telephone coverage from 6:00am to 10:00pm year-round for Careline, MD Network, and Patient Relations inbound queues.
• Demonstrate excellent customer service via phone and email, determine caller needs and route to appropriate location.
• Ensure calls are answered accurately and timely, maintain efficiency in departmental processes.
• Act as first point of contact for scheduling, registrations, access and general information, and appointment confirmations/cancellations.

Skills

Customer service

Communication

Education

High School Diploma or equivalent

Job description

Specialist Contact Center - Corporate Services Contact Center

Invest in Your Future and Theirs: Beginning January 1, 2027, eligible full-time Penn State Health employees receive a 50% Penn State tuition discount for themselves and eligible dependents, including a spouse and children. The discount applies at Penn State University Park, Commonwealth Campuses, World Campus, and Penn College of Technology.

Location: US:PA: Hershey
Work Type:Full Time
FTE:1.00
Shift:Varied
Evening Shift Differential: $2.00/hour
Hours:Days/Evenings and Weekend rotation

SUMMARY OF POSITION:

Provides essential telephone coverage from 6:00am-10:00pm 365 days per year for Contact Center responsibilities including the Careline, MD Network, and Patient Relations inbound phone queues that support the entire medical institution including all hospitals, Medical Group, College of Medicine, and across all Penn State Health locations. Deploys excellent customer service engagement skills by phone and electronic mail. Responsible to accurately process a high volume and wide variety of calls by determining the caller’s specific needs, assisting the caller, or redirecting the caller to the proper location for assistance. Ensure that all calls are answered accurately and timely, maintain efficiency with all departmental processes and procedures. Provides a high-quality experience for patients and physicians of Penn State Health. Acts as the first point of contact for various patient needs including scheduling, registrations, access and general information, and appointment confirmation and cancelling.

MINIMUM QUALIFICATION(S):

• High School Diploma or equivalent education
• Minimum one (1) year Customer Service experience

PREFERRED QUALIFICATION(S):

• Previous call center or customer service experience
• Previous experience in a medical environment

WHY PENN STATE HEALTH?

Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.

Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:

• Be Wellwith Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
• Be Balancedwith Generous Paid Time Off, Personal Time, and Paid Parental Leave.
• Be Securedwith Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
• Be Rewardedwith Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
• Be Supportedby the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.

WHY PENN STATE HEALTH CORPORATION?

There are many ways to make an impact with one of the leading research, teaching, and clinical healthcare systems in the country. Through a combination of operational, corporate, clinical, and nonclinical roles, we are advancing excellence and innovation in health care together as one team. As Penn State Health continues to evolve for the future, we are committed to hiring dedicated employees who are passionate about delivering the best possible support across our entire integrated health system.

Within Penn State Health’s Shared Services Entity, we encourage our employees at every turn to continue their education and advancement. Numerous opportunities are available for professional development and career growth.

YOU TAKE CARE OF THEM. WE’LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence – that’s Penn State Health. But what makes our healthcare award-winning? That’s all you.

This job posting is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. Eligibility for shift differential pay based on the terms outlined in company policy or union contract. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is an Equal Opportunity Employerand does not discriminate on the basis of any protected class including disability or veteran status. Penn State Health’s policies and objectives are in direct compliance with all federal and state constitutional provisions, laws, regulations, guidelines, and executive orders that prohibit or outlaw discrimination.

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