Contact Center Specialist III

Education Required: High school diploma or Equivalent Experience Required: 1 year customer service experience Required: 1 year competency completed in Contact Center Specialist II role or equivalent skills Preferred: 3+ year customer service experience, healthcare experience, and/or call center experience Skills Outstanding written verbal communication skills Strong customer services skills that demonstrate empathy, kindness, safety, and compassion Problem solving skills to analyze and respond to consumer inquires Ability to work independently and as a member of a team Possess excellent time management skills Professional written and verbal communication skills Proficient in Microsoft Office Programs as well as healthcare related programs Ability to multi-task, manage call volume and prioritize patient needs Ability to make timely decisions and provide best possible outcome Understanding of medical terminology Collect and communicate clinical requests of patient to clinical teams Competency in required skills as a Contact Center Specialist II or equivalent skills Licensure/Certification/Registration N/A Position Competencies: Competencies are essential skills needed to be successful in a position. These competencies are required to help the department maintain a high level of productivity and success. Each competency will be evaluated by observation. If evaluated by another method i.e. simulation, discussion or post test please note in the comment box below each corresponding competency. Interacts with consumers professionally and resolves patient inquires with the highest level of customer satisfaction during the consumer interaction Ability to effectively problem solve and correctly identifies the consumer's needs to offer appropriate services or solutions as needed Consistently attain contact center performance metrics as outlined on department scorecard. Demonstrates exceptional customer service skills for both internal and external consumers; responsive, empathy, willingness to assess and respond to consumer's needs. Collaborates with colleagues to maintain high quality services. Ensures compliance with CoxHealth policies and procedures. Participates in departmental and/ or interdepartmental quality improvement activities. Performs all other duties and/or special projects as needed. Participates in educational and training opportunities provided. Demonstrates understanding and familiarity with services offered at CoxHealth to direct callers to the appropriate destination. Demonstrates proficiency in contact center related software programs, scheduling programs, and electronic medical records. Scheduling and rescheduling appointments for patients including verification and updating demographic information accurately and efficiently. Troubleshooting common issues related to appointments. Demonstrates understanding of medical terminology, related healthcare services, and contact center procedures. Collect, document, and provide detailed information to clinical teams as expressed by callers.