OSF Healthcare Careers

Lead Contact Center Agent Outpatient - ILL000137

Hours per week: 40
Status (Benefits): Full-Time
Work Schedule: 0800-1630
Location: 7915 N Hale Ave, Peoria, IL, United States

7915 N Hale Ave, Peoria, IL, United States

Job Description

Description

The Lead Agent Contact Center contributes to overall patient experience by delivering exceptional customer service to patients, families, caregivers, providers, and the community during every interaction. Performs a complex variety of patient care activities in a contact center environment, including accurate appointment scheduling and pre-registration to achieve first contact resolution and optimize patient flow. Navigates a wide variety of scheduling requirements for various modalities. Consistently demonstrates OSF's mission and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes. The Lead Agent will provide oversight of department representatives to ensure quality and efficiency of functions performed including mentoring, training, quality assurance, assists with screening of potential candidates, analyzing reports, auditing, and completion of department schedules.  The Lead Agent is expected to guide and support change and process improvement opportunities throughout the department. As a result, they will provide day to day work assignments and provide guidance to staff.

 

Qualifications

REQUIRED QUALIFICATIONS:

 

High School/GED  

 

1 year of experience delivering successful training/training support

 

2 years of experience in a customer service/relations role

 

Solid computer skills, including proficiency with Microsoft software.

 

 

PREFERRED QUALIFICATIONS:

 

Associate's degree in a healthcare, business field, or related field

 

 

1 year of experience in an agent or contact center role

 

Experience with training content development

 

Bilingual skills: English/Spanish

 

Working knowledge of Medical terminology

 

Outstanding communication, decision-making, interpersonal skills, customer service, and organizational skills

 

Critical thinking and independent decision-making skills, with attention to detail

 

Outstanding patient advocacy skills to effectively guide the patient in real-time

 

 

 

 

EOE/Minorities/Females/Vet/Disabled

Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.

 

Experience the OSF culture and community by clicking here.

 

 

 

Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.

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