Contact Center Representative

This is a fully remote position, open to applicants in Connecticut, +1 more state.

📋 Description

• Address requests from physicians, Baystate Medical Practices, and community providers to facilitate timely access to care.

• Assist patients in scheduling suitable appointments and consultations.

• Respond to requests received via telephone, fax, and online portals in a professional and courteous manner.

• Ensure that the appropriate appointment types and durations are selected according to the needs of both patients and providers.

• Document interactions accurately while adhering to established processes, protocols, and confidentiality standards.

• Utilize Baystate clinical and administrative systems to access and relay patient and physician information.

• Meet departmental standards for quality assurance, customer service, productivity, and call-processing accuracy.

• Work collaboratively with physicians, clinical teams, medical practices, and Contact Center colleagues to enhance the experience for both patients and providers.

⛳️ Requirements

• A minimum of two years of experience in a physician office or two years of experience in a customer service environment.

• Capability to communicate professionally and effectively with patients, physicians, medical professionals, and both internal and external customers.

• Proficiency in using telephone, computer, and related technology in a fast-paced setting.

• Ability to actively listen, comprehend customer needs, and respond accordingly.

• Excellent oral, written, and interpersonal communication skills.

• Capacity to maintain strict confidentiality.

• Typing speed of more than 40 words per minute.

• GED or HiSET (Required).

• Successful completion of a medical terminology course or a commitment to complete an approved medical terminology course within one year of hire.

• Experience collaborating with physicians or other medical professionals.

• Familiarity with healthcare clinical or administrative systems, including CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I Privileges, or 3M, as applicable.

• Proven ability to adapt to new processes, software, and technology.

🏝️ Benefits

• Medical, dental, and vision insurance, including local Health New England plans.

• Tuition assistance.

• CEUs.

• Opportunities for professional development.

• Clinical advancement.

• Leadership development.

• Internal career opportunities.

• Career options across Baystate Health hospitals, practices, and services throughout western Massachusetts.

• Retirement savings plan with employer matching.

• Generous PTO for eligible employees.

• Wellbeing programs and resources to support mental, physical, and financial health.