Customer Service Representative II - Call Center (Healthcare)

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values Are

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

Proficiency checklists are completed for both skill sets required at CR1 level. This includes answering phones for public and internal customers, and documentation and dispatch of work requests.

Ability to assist in special projects.

Essential Functions Of The Role

• Proficient in ALL phone and work request dispatch responsibilities.
• Ability to fill in for CR 1’s on any shift.
• Monitors environmental alarms: doors, gates, parking lot intercoms & CCTV.
• Assists with the workflow and assignments for patient transporters.
• Heads or participates in projects in help of the department.
• Provide feedback to leadership on improving processes, increasing efficiencies, and maximizing department performance.
• Expectations describe essential functions only. Management can reassign duties and responsibilities to this position at any time.
• Performs all position appropriate duties as required in a competent, professional and courteous manner.

Key Success Factors

• Ability to handle difficult situations; providing conflict resolution if necessary.
• Excellent customer service skills.
• Ability to read and write in the English language.
• Proficiency with the Microsoft Office Suite of software.
• Ability to comprehend instructions, correspondence, memos and other forms of verbal and written communications.
• Ability to be successful in a stressful, fast-paced environment.
• Flexible regarding work schedules including assigned shifts, weekends, or changing business needs.
• Strong Microsoft Office computer skills.
• Prior customer service experience.
• Knowledge of healthcare terminology.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

Qualifications

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 1 Year of Experience