Contact Center Agent, Physiatry - Stamford Full-time

The Contact Center Agent will provide centralized answering services to schedule medical appointments and/or procedures within the Stamford Health system.  This position will act as the first “welcome” to the caller.  In addition to scheduling medical appointments and/or procedures, the Contact Center Agent will also perform duties including, but not limited to fielding patient inquires, concerns, and requests. 

The Contact Center Agent will instill loyalty by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and inquiries and follow established protocols to schedule patient medical appointments and/or procedures within the Stamford Health system.  He/she will ensure that patients’ needs are met and promote the optimum Patient Experience. 

Schedule: Fully onsite in Chelsea Piers Stamford, CT Monday-Friday 8:00 am - 4:30 pm

As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent to improve our workforce and support our mission, to that end we offer: 
•    Competitive salary 
•    Comprehensive, low-cost health insurance plans available day one 
•    Wellness programs 
•    Paid Time Off accruals 
•    Tax deferred annuity and (403b) pension plan 
•    Tuition reimbursement 
•    Free on-site parking and train station shuttle 
•    Childcare partnership with Children’s Learning Center 

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

1. Respond to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Stamford Health system in accordance with established Stamford Health guidelines.

2. Utilize physician protocols to schedule appointments and/or procedures and meet established Contact Center performance goals. 

3. Utilize Stamford Health’s Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc. 

4. Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.

5. During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect. 

6. Proactively read emails daily and keep up to date on all communications.

    

QUALIFICATIONS/REQUIREMENTS:

Education and Experience

1. A High School diploma or an equivalent is required. 

2. 1 to 2 years Call Center/Customer Service experience preferably within a Healthcare setting. 

3. Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred.

Competencies and Qualities

1. Must be self-directed, able to multitask and deal effectively with constructive criticism.

2. Must be able to accept ownership for effectively solving customers’ issues, complaints, inquiries; keeping patient satisfaction and quality assurance at the core of every decision and behavior.

3. Must be able to type accurately (40 WPM), sit for prolonged periods of time and able to wear a headset.

4. Must be able to work in a very structured, fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients.

5. Must be computer/PC literate and facile in navigating among different applications/systems and websites.  

6. Must have solid verbal communication skills and interpersonal skills - comfortable interactions with customers on phone (and via other channels); ability to listen, maintain rapport, show empathy, and use proper telephone etiquette; good grammar, articulation, and speech clarity.