What are the responsibilities and job description for the Lead Contact Center Agent position at OSF HealthCare?
Required to be in office. Will have the option to work from home 2 days a week after the completion of training.
Expected pay for this position is $21.30 - $25.05/hour. Actual pay will be determined by experience, skills and internal equity.
POSITION SUMMARY:
The Lead Agent Contact Center contributes to overall patient experience by delivering exceptional customer service to patients, families, caregivers, providers, and the community during every interaction. Performs a complex variety of patient care activities in a contact center environment, including accurate appointment scheduling and pre-registration to achieve first contact resolution and optimize patient flow. Navigates a wide variety of scheduling requirements for various modalities. Consistently demonstrates OSF's mission and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes. The Lead Agent will provide oversight of department representatives to ensure quality and efficiency of functions performed including mentoring, training, quality assurance, assists with screening of potential candidates, analyzing reports, auditing, and completion of department schedules. The Lead Agent is expected to guide and support change and process improvement opportunities throughout the department. As a result, they will provide day to day work assignments and provide guidance to staff.
Qualifications
REQUIRED QUALIFICATIONS:
Education Level: High School/GED
Experience: 1 year of experience delivering successful training/training support. 2 years of experience in a customer service/relations role.
Other skills/knowledge:
Solid computer skills, including proficiency with Microsoft software.
PREFERRED QUALIFICATIONS:
Education: Associate's degree in a healthcare, business field, or related field.
Experience: 1 year of experience in an agent or contact center role. Experience with training content development. Bilingual skills: English/Spanish
Other skills/knowledge: Working knowledge of Medical terminology. Outstanding communication, decision-making, interpersonal skills, customer service, and organizational skills. Critical thinking and independent decision-making skills, with attention to detail. Outstanding patient advocacy skills to effectively guide the patient in real-time.
OSF HealthCare is an Equal Opportunity Employer.
Salary : $21 - $25