Job Description

Category:
Administrative/ Clerical

Facility:
Steward Health Care Network

Department:
Steward Health Care Network

Req Number:
52010

Job Details:

POSITION SUMMARY:

The Call Center Representative of Patient Services Center acts as a primary point of contact for new and existing patients and provides telephonic outreach to manage patient care, utilization, and medical expenditures. The Patient Services Center contributes to numerous key business drivers including: quality, care management, utilization management, care retention, and patient experience. Responsible for outstanding customer service and provide callers with timely, accurate, and professional services that builds relationships, resolves issues, and increases overall trust and satisfaction in patient's products and services.

KEY RESPONSIBILITIES:

Customer Service:
* Fulfills customer needs and request, thoroughly and accurately gather customer information, educates customers where applicable regarding services and products
* Takes ownership of customs issues for one call resolution and communicate escalated issue closure to business units as necessary
* Maintains a balance between customer benefit and company policy in decision making
* Excellent verbal and written communication skills with a strong ability to display empathy
* Highly developed sense of integrity and commitment to exceptional customer satisfaction
* Demonstrated passion for excellence with respect to treating and caring for customers, including senior citizens
* Accurately handles high -volume incoming inquiries from incoming phone calls, emails, and web base systems
* Ability to utilize and productively navigate multiple systems simultaneously

REQUIRED KNOWLEDGE & SKILLS:

Key Competencies
* Strong decision-making and analytical abilities
* Ability to multi-task, set daily priorities and manage time effectively
* Evaluate and identify opportunities to drive process improvements that positively impact customers and our clients
* Accept and embrace changes within the current business environment
* Collaborative team player with willingness to support business partners
* Display sense of urgency to ensure customer's needs are meet according to service guidelines

Behavior Competencies
* Dependable and meet all attendance requirements
* Commit to flexible schedule to include weekends, evenings, possibly holidays, and occasional overtime as needed
* Professional appearance

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

I. Education: High School diploma required. College degree preferred.
II. Experience (Type & Length): 2-3 years customer service experience including 1-2 years in a healthcare related field.
III. Software/Hardware: Microsoft Products
IV. Other: Bilingual (Spanish/English) skills a plus.



Application Instructions

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