STAMFORD HEALTH IS COMMITTED TO PREVENTING THE SPREAD OF INFECTIOUS DISEASES AND CARES ABOUT YOUR HEALTH AND THE HEALTH OF OUR EMPLOYEES. TO THAT END, IF YOU ARE INVITED TO INTERVIEW IN ONE OF OUR OFFICES/CAMPUSES, AND YOU OR A MEMBER OF YOUR FAMILY AND/OR SIGNIFICANT OTHER IS EXPERIENCING SYMPTOMS (I.E. FEVER, COUGHING OR OTHER RESPIRATORY SYMPTOMS) AND HAVE TRAVELED OUTSIDE THE TRI-STATE AREA IN THE PAST 14 DAYS, OR YOU SIMPLY DON’T FEEL WELL, PLEASE INFORM THE HR REPRESENTATIVE IMMEDIATELY SO WE MAY SCHEDULE YOUR INTERVIEW FOR A LATER DATE.

ABOUT STAMFORD HEALTH

Stamford Health is a non-profit independent healthcare system with more than 3,500 employees committed to compassionately caring for the community and offering a wide-range of high-quality health and wellness services.  Patients and their families can rely on comprehensive person-centered care through the system’s 305-bed Stamford Hospital; Stamford Health Medical Group, with more than 30 offices in lower Fairfield County offering primary and specialty care; a growing number of ambulatory locations across the region; and support through the Stamford Hospital Foundation. Stamford Health is also a major teaching affiliate of the Columbia University College of Physicians and Surgeons. Dedicated to being the community’s most trusted healthcare partner, Stamford Health puts patients first to build long-lasting relationships.  For more information, visit StamfordHealth.org. Like us on Facebook and follow us on Twitter, YouTube, and Linked In.

JOB SUMMARY:

Under General Supervision, the Contact Center Agent will provide centralized answering services for all calls directed to the specialty practices located within the Medical Office Building (MOB.  This position will act as the first “welcome” for the caller on behalf of the MOB physician practices and perform duties such as scheduling appointments and 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 appointments for specialized services. He/she will ensure that patient needs are met and promote the optimum Patient Experience. The Contact Center Agent will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism.

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 MOB in accordance with established SHMG guidelines.
2. Utilize physician protocols to schedule appointments for MOB specialties and meet established Contact Center performance goals.
3. Utilize SHMG 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.
7. Demonstrate behavior consistent with SHMG mission, vision, goals, objectives, and patient care philosophy.
8. Participate in multidisciplinary quality and service improvement teams as appropriate.
9. Must be committed to providing excellent service to SHMG customers.

Required Skills

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 is required, 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 able to type accurately (40 WPM) and able to wear a headset.
2. Must be computer/PC literate and facile in navigating among different applications/systems and websites.
3. 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.
4. Must have mastery of the English language - spoken and written (bi-lingual a plus).
5. Must be flexible, a team player, and receptive to change; is able to learn quickly and retain new information.
6. Must be able to think critically, identify the caller’s need, and solve the problem.
7. Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients.
8. Must be self-directed and able to multitask
9. Must adhere to work schedule; must be on time.
10. Must be able to work variable schedule(s) and overtime as necessary.

Required Experience

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 is required, 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 able to type accurately (40 WPM) and able to wear a headset.
2. Must be computer/PC literate and facile in navigating among different applications/systems and websites.
3. 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.
4. Must have mastery of the English language - spoken and written (bi-lingual a plus).
5. Must be flexible, a team player, and receptive to change; is able to learn quickly and retain new information.
6. Must be able to think critically, identify the caller’s need, and solve the problem.
7. Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients.
8. Must be self-directed and able to multitask
9. Must adhere to work schedule; must be on time.
10. Must be able to work variable schedule(s) and overtime as necessary.