Hours of Work :
8:00am - 5:00pm
Days Of Week :
Monday - Friday
Work Shift :
8X5 Day (United States of America)
Job Description :
Job Description
The Call Center Specialist is focused on understanding and meeting the needs of our customers by providing physician referrals and/or information about services, programs, and events via the phone, e-mail, chat, and other channels. The Call Center Specialist uses analytical skills to identify issues and proactively engage with the customer to solve problems during the call or encounter. The Call Center Specialist demonstrates an ability to learn quickly and acquire program and service line knowledge to answer customers' questions with accuracy and confidence. While anticipating the needs of our customers, the Call Center Specialist also possesses excellent listening skills and outstanding verbal and written communication skills to provide customers with high-quality customer experience. The Call Center Specialists are integral members of the Public Relations and Marketing team, and work in support of Methodist Health System's marketing initiatives and community programs and events.
Responsibilities :
1. Functions as an information source by responding to inquiries from customers, patients, and company/department staff, primarily by phone and Internet; enters customer data into the Call Center software.
2. Provides a pleasant customer experience through superior customer service methods, problem solving and real-time issue resolution.
3. Explains special programs and cross-sells events to callers to promote Methodist's mission of providing compassionate quality health care.
4. Interacts with Methodist physician community and various departments to ensure accurate, up-to-date information.
5. Proactively seeks information about services and programs to build job knowledge and proficiency for continuous improvement of customer satisfaction.
6. Conducts outreach calls as assigned to educate consumers about Methodist's programs and services.
7. Processes complaints and resolves issues, following established guidelines.
8. Occasionally generates reports on program effectiveness based on call data.
9. Provides support at community events.
10. Performs other duties as assigned.
Qualifications:
Education
•Required: High school diploma or GED
•Preferred: Some completed college courses or degree
Experience
•Required: 2-4 years of experience in customer service or call center environment
•Preferred: Healthcare industry experience; familiarity with healthcare insurance market
Certifications or Licensures
•None required
Language Skills
•Required: English
•Preferred: Bilingual: English/Spanish
Technical Competencies
•Proficiency with Call Center software and hardware.
•Proficiency with Microsoft Office in the Windows environment: ability to review and draft correspondence in email system and Microsoft Word; ability to use Microsoft Excel to review, organize and edit data.
•Ability to use proper language, grammar, spelling and style in the preparation of verbal and written messages to convey a clear, concise, friendly and appropriate message to internal and external customers.
•Demonstrated skill in properly handling telephone and digital inquiries; properly greet the customer and provide information based on purpose for the call and script requirements.
•Ability to research information using available resources.
•Ability to understand basic health care industry terms and programs, e.g., managed care, primary care physician, physician specialties, Accountable Care Organization (ACO), Medicare, Medicaid, etc.
Behavioral Competencies
•Approaches problems with curiosity and open-mindedness.
•Collects sufficient information to understand problems and issues.
•Relates to people in an open, friendly, and accepting manner.
•Demonstrates a "can-do" spirit, a sense of optimism, ownership, and commitment.
•Maintains a consistent, high level of productivity.
•Takes personal responsibility to make decisions and take action.
•Juggles many priorities and competing demands for time.
•Acts resourcefully to ensure that work is completed within specified time and quality parameters.
Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by Modern Healthcare, Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we've earned:

• Magnet® designations for Methodist Dallas, Methodist Charlton, Methodist Mansfield, and Methodist Richardson Medical Centers
• 150 Top Places to Work in Healthcare by Becker's Hospital Review, 2023
• Top 10 Military Friendly® Employer, Gold Designation, 2023
• Top 10 Military Spouse Friendly® Employer, 2023