Contact Center Agent- Stamford Orthopedics

Schedule- M-F, 8am-4:30pm

Under General Supervision, the Contact Center Agent will provide answering services to schedule medical appointments and/or procedures within Orthopedics. This position will act as the first "welcome" to the caller. In addition to scheduling medical appointments and/or procedures, the Contact Center Agent will also perform duties including, but not limited to 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 medical appointments and/or procedures within the Stamford Health system. He/she will ensure that patients' needs are met and promote the optimum Patient Experience. The Contact Center Agent will establish and maintain effective relationships with patients and/or their families via active listening, empathy, rapport, courtesy, respect and professionalism.

• Respond to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Stamford Health system in accordance with established Stamford Health guidelines.

• Utilize physician protocols to schedule appointments and/or procedures and meet established Contact Center performance goals.

• Utilize Stamford Health's Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.

• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.

• During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect.

• Proactively read emails daily and keep up to date on all communications.

• Demonstrate behavior consistent with Stamford Health's mission, vision, goals, objectives, and patient care philosophy.

• Participate in multidisciplinary quality and service improvement teams as appropriate.

• Must be committed to providing excellent service to Stamford Health's customers.

• Demonstrate regular, consistent, and punctual attendance.

• Perform other duties as assigned.

• A High School diploma or an equivalent is required.

• 1 to 2 years Call Center/Customer Service experience is required, preferably within a Healthcare setting.

• Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred.