Patient Services Specialist (Contact Center/Transmountain)

Position Description

This position is responsible for assuring smooth operation of the contact center patient call flow. Employees serve as primary contacts for patients over the telephone and are responsible for scheduling appointments for various clinical services, maintaining records, resolving service or clinical issues by clarifying the patient's complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem according to each clinical departmental procedures and guidelines. This is a call center, metric based performance driven environment. Employees do not have cash handling responsibilities.

Preferred Qualifications

• Ability to speak effectively with customers and build rapport while providing exceptional customer service

• Communicates effectively, both orally and in writing

• Excellent customer service and interpersonal skills

• Ability to devote full attention to patients and medical professionals alike

• Ability to remain calm, even under the most stressful of situations

• Ability to follow direction effectively

• Ability to work as part of a team

• Strong grammatical and data entry skills

• Strong organizational, time management, problem solving and multitasking skills

• Ability to operate call center applications and equipment, computer, fax machine, calculator, printer, scanner, copy machine, etc.

• 1 year experience in medical setting

• Knowledge of patient service principles and practices

• Knowledge of administration and clerical processes

• Call Center Experience

• Bilingual - English/Spanish

Required Qualifications

• A minimum of a high school diploma or equivalent

• One (1) year of customer service, office or related experience required

• Additional education may substitute for the experience requirement