Contact Center Agent I

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Expected pay for this position is $18.80 - $22.12/hour. Actual pay will be determined by experience, skills and internal equity. This is an Hourly position.

Work from home position must reside within 60 miles of OSF Peoria location. Initial onsite training is full-time Monday - Friday 8:00am-4:30pm for up to six weeks.

POSITION SUMMARY:

The Agent I 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. 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.

REQUIRED QUALIFICATIONS:

Education: High School Diploma or GED.

Experience: Two years of customer service experience.

Other skills/knowledge: Embraces a culture of customer-centric behavior and innovation critical to a contact center environment.  Possesses strong customer service skills and the ability to demonstrate courtesy, compassion and empathy.  Must be able to multitask, use of dual monitors, handling telephone conversations with customers while entering data in a computer real time. Ability to work in multiple types of electronic systems at once to manage consumers needs. Must be available to work a flexible schedule that may include evening, weekend and holiday shifts. Proficiency in the use of computers and ability to type a minimum of 35 wpm. Must have strong verbal and written communication skills including good voice quality; good diction and articulation. Possesses the ability to work independently and learn on the job. Recognizes and solves typical problems that occur in own work area without supervisory approval; evaluates and selects solutions for established operations.

PREFERRED QUALIFICATIONS:

Bachelor’s Degree 2 years’ customer service experience in a healthcare setting. Knowledge terminology used by insurance and managed care health plans. Knowledge of medical terminology. Knowledge of functions and relationships within a hospital environment.

OSF HealthCare is an Equal Opportunity Employer.