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Description

Job Description:

Summary:

The Consumer Call Center serves as a central resource for our patients, community members, and healthcare providers for complete and excellent customer service with any questions, concerns, or needs specific to Ballad Health and the communities we serve.

The Customer Service Specialist will showcase professionalism and compassion in listening and effectively communicating the values and healthcare services provided by Ballad Health. Through critical thinking, problem solving and knowledge base of our Health System, this role will provide solutions and alternatives to meet the needs of our customers in the most efficient and streamlined manner while showcasing the company's strengths and highlighting our brand.

ESSENTIAL FUNCTIONS: Serves as a member of the inside sales team for Ballad Health, providing real time assistance for community members, patients, and referral sources with accessing medical records, identifying/connecting to services and subspecialists, troubleshooting issues, responding to various inquiries, and overall guidance for the caller in navigating through the healthcare experience. Manages customer requests and inquiries received as inbound calls, department voicemails, live chat messages, and CRM entries in a timely manner with accurate and most up to date information. Greets all calls promptly with a positive attitude, properly utilizes scripting as provided, conveys information in a clear and concise manner. Logs/Records all interactions immediately upon completion. Maintains knowledge base for the IT platforms, CRM management, phone system, and operational procedures specific to the daily functions of this department. Provides exceptional customer service with both external contacts and internal departments/team members. Continuously familiarizes/updates oneself with the breadth of services and locations offered by Ballad Health facilities as well as BHMA's primary care and Subspecialists availability to provide guidance to callers/patients based upon their needs Identifies and seizes opportunities to convert inquiries to open active MyChart accounts. Maintains composure during moments of stress and provides calm assistance and support while de-escalating angry/dissatisfied callers, while also recognizing when necessary to escalate to leadership for further attention. Recognizes and shares with leadership trends in customer calls and needs as well as opportunities for growth and improvement. Gathers customer complaint details, shared with appropriate internal team/leader, and ensures resolution and/or follow up to patient is completed. Communicates to Manager cases needing a higher level of intervention in a timely manner. Maintains key performance metric expectations as shared by leadership. Maintains patient confidentiality at all times in accordance with HIPAA regulations and ensures compliance with Ballad Health standards, policies and procedures. Collaborates with Corporate Marketing and Business Development on current campaigns and communications/messages appropriate to share with callers. Performs other duties as assigned by management

Requirements:

3+ years of customer service and/or marketing and sales experience, preferably in the healthcare industry

Knowledge of:

Computer software applications and databases, experience with a CRM platform

HIPAA Laws and Regulations

The operations of a call center, healthcare preferred

Work Requirements:

Shift: Day

On Call: No

Weekends: No

Travel Required: No Travel

Shift Details: Monday - Friday 8am - 5pm

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