What are the responsibilities and job description for the UC CONTACT CENTER AGENT I position at LifeBridge Health?
Summary
Who We Are
LifeBridge Health is a dynamic, purpose-driven health system committed to redefining care delivery across the Mid-Atlantic and beyond. Guided by our mission to improve the health of the communities we serve, we are transforming healthcare by expanding access, elevating the patient experience, and advancing innovative, community-centered care solutions.
The LifeBridge Health Contact Center, located in Baltimore, MD, serves as a centralized hub for all inbound and outbound communications related to our healthcare services. As the first point of contact for patients, families, and healthcare providers, the Contact Center plays a vital role in coordinating patient needs and ensuring seamless access to care across the health system.
Role of the UC Contact Center Agent I
The UC Contact Center Agent I is responsible for managing customer inquiries using established protocols, guidelines, and supported software systems. This role supports inbound requests received via phone, EMR portal, the LifeBridge Health website, and other unified communication channels.
Agents provide assistance to patients, provider practices, departments, and other LifeBridge Health services. Requests may include appointment scheduling, prescription refill coordination, preauthorization support, referral follow-up, and other provider practice–related activities. The Agent I collaborates closely with internal teams and proactively identifies opportunities to enhance the overall customer and patient experience.
Key Responsibilities
- Utilize contact center applications and systems to register patients, schedule appointments, capture requests, and update service tickets on behalf of provider practices and LifeBridge Health departments.
- Register new patients, schedule appointments, and relay messages to physicians or departments to support patient care visits and services.
- Maintain open communication with provider practices to effectively transfer and receive relevant information in support of patient and customer needs.
Requirements
- Education: High School Diploma or GED required.
- Experience: One to three years of relevant experience in a contact center, healthcare, or customer service environment preferred.
Additional Information
What We Offer:Impact: Join a team that values innovation and outcomes, delivering life-saving care to our youngest and most vulnerable patients.
Growth: Opportunities for professional development, including tuition reimbursement and developing foundational skills for neonatal critical care leadership and advanced certification.
Support: A culture of collaboration with resources like unit-based practice councils and advanced clinical education support — improving both workflow efficiency and patient outcomes and allowing you to work at the top of your license.
Benefits: Competitive compensation (additional compensation such as overtime, shift differentials, premium pay, and bonuses may apply depending on job), comprehensive health plans, free parking, and wellness programs.
Why LifeBridge Health?
With over 14,000 employees, 130 care locations, and two million annual patient encounters, we combine strategic growth, innovation, and deep community commitment to deliver exceptional care anchored by five leading centers in the Baltimore region: Sinai Hospital of Baltimore, Grace Medical Center, Northwest Hospital, Carroll Hospital, and Levindale Hebrew Geriatric Center and Hospital.
Our organization thrives on a culture of CARE BRAVELY—where compassion, courage, and urgency drive every decision, empowering teams to shape the future of healthcare.
LifeBridge Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex or sexual orientation and gender identity/expression. LifeBridge Health does not exclude people or treat them differently because of race, color, national origin, age, disability, sex or sexual orientation and gender identity/expression.