Contact Center Agent II
OSF Healthcare
Peoria, Illinois
scheduling
customer service
patients
health
education
delivering
caregivers
providers
interaction
patient care
appointment scheduling
patient flow
span
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September 2, 2023
OSF Healthcare
Peoria, Illinois
Overview
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.
EOE/Minorities/Females/Vet/Disabled
Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.
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.
EOE/Minorities/Females/Vet/Disabled
Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.
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