Salary: 17.
09-25.
63 USD
Facility: Administrative Regional Training Cntr
Shift: Shift 1
Status: Full Time FTE: 1.
000000
Bargaining Unit: ACE Associates
Exempt from Overtime: Exempt: No
Work Schedule: Days
Hours: M-F, 7a-5p variable, with hybrid work from home option after successful completion of probationary period
Summary:
The primary responsibility of a Patient Experience Specialist II is to represent Catholic Health (CH) to our consumers in a friendly, positive, and effective manner.
Patient Experience Specialist II is responsible for an increased scope of interactions with consumers and are expected to consistently obtain high-quality scores for Level I activities.
Additional expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards.
The Patient Experience Specialist II performs specialized functions for patients by handling calls and inquiries into the Contact Center, ensures all patient inquiries are addressed and resolved in a compassionate and timely manner, and is well versed in multiple aspects of the schedistration and referral management processes to ensure accurate responses.
The Patient Experience Specialist II maintains a working knowledge of Catholic Health service offerings, service workflows, and contact center technologies necessary to perform all job junctions.
Collaborates with Clinical Teams, Revenue Cycle Teams, and IT associates.
Responsibilities:
EDUCATION
High School diploma or equivalent required
EXPERIENCE
Knowledge of Healthcare and medical terminology preferred
Experience in Contact Centers preferred
Experience with in scheduling and registration in healthcare preferred
One (1) year of experience in a customer service or call center setting preferred
KNOWLEDGE, SKILL AND ABILITY
Possesses basic customer service skills and empathy while interacting with patients
Demonstrates excellent, active listening skills
Shows comfort with Microsoft Word and Excel
Works well with computers and possesses good typing skills, at a speed of 45 words per minute, at minimum
Demonstrates a personal commitment to promoting high performance
Strives for continuous improvement
Maintains high energy and a positive attitude
Excellent time management, organizational and problem-solving skills
Strong oral and written communication skills
Thinks quickly and uses appropriate judgment
Demonstrates diplomacy and patience while interacting with consumers and colleagues
Demonstrates regular, consistent and punctual attendance
Must be able to work variable schedules
Able to interact with staff, colleagues and stakeholders in a respectful manner
Maintains a neat and professional appearance
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