Call Center Agent

  • Location:

    Unknown

  • Category:

    Call Center Agent, Scheduler

  • ID:

    1141

  • Published:

    about 1 month ago

  • Start Date:

    TBD

  • Consultant:

    Tony Wexler

Do you want to be a part of a world renowned healthcare organization,  Stanford? Apply now to get your foot in Stanford Enterprise Contact Center and a chance to become Stanford permanent employee with full benefits!    

Benefits:

  • Competitive pay: $22/hr
  • Weekly pay (direct deposit/debit card option)
  • Contract to hire opportunity
  • Full benefits after conversion
  • Prestigious hospital
  • Health insurance*
  • Referral bonus
  • 24-hour accessibility
  • Personalized service

Required:

  • Stellar customer service
  • Critical thinking
  • Attendance
  • Professional
  • Multitask
    • Working with 2 screens
    • Comfortable with typing, talking, and listening at the same time
  • Be assertive to know when to interject the conversation and take over if the patient is on a tangent, while maintaining a good level of empathy
  • Knowledge of basic medical terminology
  • Demonstrated knowledge of proper English grammar in speaking and writing
  • Effectively listen to resolve patient's/customers inquiries
  • Maintain respect and composure in stressful situations
  • Navigate complex software tools and accurately input data
  • Effectively document caller notes into the medical record
  • Ability to adjust communication to fit the needs and level of understanding of the receiver
  • Ability to apply business logic to resolve patient/customer issues while managing multiple priorities
  • Personable

Preferred:

  • Call center experience
  • Patient service/healthcare experience
  • Heavy scheduling experience
  • EPIC (EMR) experience
  • Basic medical terminology
  • 40 WPM

The Position:

  • Contract to hire
  • Shift: Full time 40 hr. M-F 8a-5p  
  • Location: Stanford Enterprise Contact Center in Newark, CA

Responsibilities:

The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC) handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SHC departments/clinics. The Access Operations Contact Center staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires.

 

  • Respond to a high-volume of incoming and outgoing telephone calls and faxed referrals, ~80 calls/day per agent, ~4k-8k calls/day per department.
  • Assist patients in registering, scheduling, changing, and canceling appointments
  • Facilitate communication between the patient and the physician or clinic
  • Deliver expert knowledge regarding clinic-specific processes
  • Accurately document and route calls to the proper department
  • Identify urgent customer needs or operational issues, and escalate appropriately
  • Maintain respect and composure when speaking with customers
  • Efficiently navigate medical records and ensure patient information is up-to-date and accurately entered in the correct location
  • Communicate with care team and support staff on various patient issues
  • Meet all regulatory and compliance standards
  • Deliver high-level of customer service
  • Follow documented protocols and guidelines
  • Meet and exceed departmental quality assurance standards
  • Use reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
  • Adhere to work schedules including breaks and lunches
  • Use functionality of the telephone system as required   
  • Act as liaison between the caller and the clinic, pharmacy, providers 
  • Handling incoming calls                                               
  • Only work with returning patients to schedule appointments, prescriptions, providing directions, communicating with physicians                    
  • Other departmental duties as assigned

The calls are rated on 3 criteria: 

  • Handle time: Averages to 5 min 12 sec
  • Productivity
  • After call work: notes they need to type in before disconnecting the call.

Refer a friend and get $125 bonus!**

*Insurance plan offered has minimum coverage and is paid out of pocket.

**In order to receive the $125 bonus, the referred person must work at least 20 shifts.