Contact Center Agent - Associate

University of Texas Health Science Center San Antonio, United States

Updated: 3 months ago
Location: San Antonio, TEXAS

Job Summary:

This is an onsite position in a hybrid technology based/live agent contact center for Dentistry at the University of Texas-San Antonio. This is a fast-paced environment, and the ideal candidate will be able to navigate a state-of-the-art technology-based call center platform and electronic health record. The ability to provide outstanding customer service and creative problem solving, while managing inbound/outbound patient inquiries and requests under direct supervision is necessary. Initial and ongoing training is required of all active agents. Previous service excellence experience within the contact center space is preferred but not required. Spanish language proficiency is desirable, but not required.


Job Duties:

  • 1. Responsible for handling a high volume of patient and clinical business calls.

  • 2. Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.

  • 3. Schedule appointments for new and existing patients following assigned clinic scheduling guidelines and protocols.

  • 4. Assists patients with any questions, concerns, medication refills and sending messages to appropriate provider or clinical staff.

  • 6. Completes outbound calls to schedule patients, adhering to processes and procedures of those assignments.

  • 7. Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call.

  • 8. Expert knowledge to provide exceptional service and appointment scheduling for all clinical areas.

  • 9. Maintain call quality assessment scores of 95% - 100% consistently.

  • 10. Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.

  • 11. Participate in ongoing technical, customer service, and other training to continually improve skills.

  • 12. Adapts to ongoing operational or changes based on business needs.

  • 13. Compliance with all clinical policies, procedures, and HIPAA regulations.

  • 14. Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies.

  • 15. Performs other duties as assigned.


    • Education:

    High school diploma or GED is required.


    Experience:

    One (1) year of customer service experience in a customer or patient oriented industry.


    Clinical dental or general health care experience is preferred but not required.


    Additional Licenses and Certifications:

    None.


    Supervisory Requirements:


  • None


    • Additional Information


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