Contact Center Representative III- Warrenville, IL

Hourly Pay Range:

Position Highlights:

• Sign on bonus: N/A
• Position: Contact Center Representative III
• Location: Warrenville, IL
• Full Time/Part Time: Full- Time
• Hours: Monday-Friday: 9:00 am -5:30 pm
• Floating Location: NCH 800 W Central Rd Arlington Heights
• Rotating Weekends: Sat: 7:00 am- 2:00 pm

A Brief Overview:
The Contact Center Representative III reports directly to the Supervisor of Patient Access Training and Quality. This role manages various patient calls, including inquiries, appointment scheduling, and follow-ups, ensuring professionalism and maintaining accurate records. Supports front-line agents by assisting with challenging calls, providing real-time guidance, coaching, and feedback, and acting as a point of contact for assistance. Additionally, handles escalated patient calls with empathy, offering solutions and ensuring satisfaction while documenting issues for improvement. Under the direction of the Training and Quality Supervisor, manage knowledge base articles, and participate in quality improvement initiatives as well as assist with training sessions for staff, support new hires during training and nesting periods, and monitor and support trainee progress.

What you will do:

Patient Call Handling 15%

• Handle a variety of patient calls, including inquiries, appointment scheduling, and follow-ups. Ensure all patient interactions are conducted with professionalism and courtesy. Maintain detailed and accurate patient records in the system.

Front Line Agent Support 20%

• Assist front-line agents with challenging calls and provide real-time guidance.
• Offer coaching and feedback to improve agent performance and customer service quality. Serve as a point of contact for agents needing assistance.

Escalated Call Handling 5%

• Answer and resolve escalated patient calls with professionalism and empathy. Provide solutions to complex issues and ensure patient satisfaction. Document and track issues to identify patterns and propose improvements.

Knowledge Base Management 20%

• Create, update, and manage knowledge base articles to ensure accurate and up-to-date information. Collaborate with subject matter experts to gather relevant information. Ensure knowledge base content is easily accessible and understandable for all agents.

Quality Improvement 15%

• Participate in quality improvement initiatives to enhance call center operations.
• Monitor and evaluate call quality and compliance with company standards under the guidance of the Quality Supervisor and Analysts. Provide feedback and recommendations for process improvements.

Training Assistance 15%

• Assist as directed with training sessions for tenured staff members. Assist with new hire training and provide nesting support as needed. Monitor the progress of trainees and provide additional support as needed.

Other work as assigned 10%

• Perform non-standard tasks and special projects assigned by the manager. Adapt to changing priorities and provide support in different areas of the patient access center as needed.

What you will need:

Minimum Education Leve:

• High school diploma or GED required
• Associates or Bachelor's Degree preferred

Minimum Work Experience

• 1-3 years of customer service experience or healthcare experience required
• 3+ years of experience as a Contact Center Representative II or similar role, required
• Inbound Call Center experience Required
• Experience with Epic Prelude (Inpatient and Outpatient Registration), or Cadence (Scheduling) required

• Excellent verbal communication skills to convey information clearly and effectively. Active listening skills to understand patient needs and concerns.

• Exceptional written and verbal communication skills

• Ability to identify issues, think critically, and provide effective solutions

• Keen attention to detail to ensure accuracy in the information provided

• Quick learner who can grasp new concepts, systems, and procedures rapidly.
  

Benefits:

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off
• Community Involvement Opportunities