Contact Center Representative - Schedule

Dean’s Professional Services is now hiring for a qualified, patient-care-focused Contact Center Representative - Scheduler to work for a State Hospital in the Houston, TX area.

We are on a mission to create care that’s more convenient and professional. With solutions that are value-based and patient-centered. To accomplish this, we are looking for individuals who share our sense of excellence and are ready to embrace new opportunities!

Contact Center Representativesare responsible for handling incoming requests from patients and physicians for various appointment scheduling needs. To educate and communicate to patients or responsible parties arrival times, directions, how to cancel and reschedule an appointment, out-of-network authorization requirements, referral and authorization requirements and all other necessary information to ensure a positive patient experience.

Job Responsibilities:

• Accurately documenting all calls using the appropriate computer systems.
• Follow up on any unresolved queries and complete any call back requests in a timely manner.
• Provide advice, information, and solutions to all customers.
• To maintain and develop a strong level of knowledge, and to keep up to date with any new procedures assigned to the campaign you are assigned to work.
• Work to achieve targets within a strong team-orientated environment.
• Adhere to quality scripts and maintain a high level of quality scores.
• Ability to adapt to new changes in a fast-paced environment.
• Always represent the organization in a positive and professional way.
• Display a positive attitude and high level of commitment.
• Attend monthly meetings to discuss overall performance with your Coordinator along with staff meetings and other department meetings as requested.
• Comply with all security requirements identified under HIPPA/PHI and as outlined in policies.
• Any other duties that may be assigned by your leader.

Job Requirements:

• High school diploma or equivalent. Required.
• 2 years of Contact Center, customer service, &/or other experience in a healthcare setting. Required.
• Knowledge of performance expectations in a Contact Center environment. Medical scheduling and patient registration
• knowledge.
• Understanding patient privacy requirements for protected health information (PHI).
• Basic knowledge of best practice standards for customer service and management of customer expectations.
• Understanding the importance of employee engagement in the Contact Center environment.
• Ability to use a personal computer and electronic medical record software. The ability to listen and record accurate information.
• Must demonstrate self-initiated work behaviors, good verbal and written communication skills.
• Bilingual, English and Spanish preferred.
• If communicating in a language other than English, the incumbent must pass and maintain the Health Care Language
• Proficiency or Interpreter Assessment by MasterWord Interpreter Services. Certified Healthcare Access Associate (CHAA) or Certified Healthcare Access Manager (CHAM) by the National Association of Healthcare Access Management.

Job Details:

• Schedule varies; Typically M-F hours between 7am -7pm, Saturdays, 9am-2pm
• $19/hr + benefits
• Full benefits – healthcare, dental, vision, 401k program
• Temp-to-Hire opportunity
• Outpatient facility

Dean’s Professional Services is a national, award-winning staffing solutions firm. Since 1993, DPS has placed over 45,000 professionals across the nation. We work with our clients to provide placement opportunities that match your skill, experience, and personality. For more information please visitwww.deansprofessionalservices.com.