Contact Center Representative
Baystate Health
part-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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Salary
💰 $20 - $28 per hour
About the role
- Responds to physician BMP, Community Providers needs to ensure appropriate and timely access to care for patients.
- Provides prompt responses to requests for appointments and consults via telephone, fax and online portals in a professional, sensitive and courteous manner.
- Engages directly with patients to support timely, appropriate appointment scheduling.
- Responsible for providing accurate information to ensure correct clinic appointment type and duration has been assigned.
- Provides accurate documentation following all established processes and protocols. Utilizes Baystate clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
- Proficient in the following applications: CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I privledges and 3M as appropriate.
- Demonstrates use of quality/process improvement in daily activities.
- Engaged and Customer Focus.
- Maintain an accuracy rate for call processing for 1 - 2 practice locations.
- Achieves both departmental QA, customer service and Productivity standards.
- Able to work effectively in a team environment.
- Positively support and adopt to change and enhancements as needed.
- Types > 40 wpm.
- Able to adapt to fast paced, high energy department.
- Strong oral, written and interpersonal communication skills.
- Maintain strict standard of confidentiality.
Requirements
- 2 years prior experience in a physician office, or 2 years prior experience in a customer service setting
- Successfully completed a medical terminology course or will successfully complete approved course within one year of hire
- Comfortable working with physicians/medical professionals, with the goal of meeting their needs
- Solid communications skills in English, Spanish in some settings as needed (both written and verbal)
- Ability to use phone, computer and related technology
- Ability to communicate in writing and orally in a professional manner reflecting the Baystate Operating Principles
- Demonstrated ability to develop, maintain effective working relationships with internal and external clients in a professional and positive manner
- Ability to actively listen and engage in communications to ensure understanding of requests/needs of clients
- Ability and willingness to learn new processes, software or other tools as needed to ensure efficiency and effectiveness.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
medical terminologyappointment schedulingdocumentation accuracycall processingtyping speed
Soft Skills
customer focusinterpersonal communicationadaptabilityteamworkactive listening