Contact Center Agent in Fort Worth, TX at Solis

Date Posted: 7/1/2019

Job Snapshot

Job Description

The Contact Center Agent is responsible for starting the Solis relationship, gathering information, scheduling appointments and functioning as the first point of contact for the patient and referring physicians.  This position is critical to Solis Mammography; the Contact Center Agent functions as the liaison between the patient and the center by providing efficient, empathetic excellent service which impacts the profitability of the organization. 

RESPONSIBILITIES – HOW WILL YOU KNOW YOU ARE SUCCESSFUL?

Operations

  • Handles an average of 14 calls per hour.
  • Adheres to medical record request process before completing the call, if applicable.
  • Follows established procedures and processes for the Contact Center as defined in the Playbook.
  • Offers alternative scheduling options when centers dates/times are not available.
  • Maintains performance and quality standards based on established contact center metrics.

Service

  • Follows the Solis Mammography opening introduction with every customer.
  • Verifies patient information and updates as necessary.
  • Utilizes job aids on every call to assist in scheduling.
  • Creates profile in a scheduling system for new patients and completes all required fields.
  • Verifies center information, i.e. address, date, prep instructions, etc. at the completion of a call.
  • Logs information in the contact center program.
  • Attaches and verifies order received from a physician, if applicable.
  • Resolves patient/caller issues.
  • Maintains patient confidentiality 100% of the time.
  • Maintains productivity; ensures minimal downtime.

Team Focus

  • Adheres to attendance policy; on time for all scheduled shifts including breaks and lunches.
  • Forms strong working relationships within team and treats each other with respect.
  • Brings problems to the attention of the supervisor; is willing to ask for help.
  • Supports supervisor with projects on as needed basis.
  • Attends meetings and training on as needed basis.

 

Job Requirements

SKILLS/QUALIFICATIONS:

  • Strong verbal communication and listening skills.
  • Energetic and flexible.
  • Manages multiple projects in various computer programs.
  • Well organized and detail oriented.
  • Exhibits sound judgment.
  • Identifies additional tasks to be completed and willingly assists others.
  • Strong spelling and grammar skills.
  • Strong computer skills required.
  • Types at least 40 wpm.
  • Minimum two years experience in customer service required.
  • Contact center and healthcare experience preferred.
  • Bilingual (English/Spanish) preferred.
  • College coursework preferred.