Contact Center Agent (Entry Level - School of Dentistry OMS)

• Responsible for handling a high volume of patient and clinical business calls.
• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.
• Schedule appointments for new and existing patients following assigned clinic scheduling guidelines and protocols.
• Assists patients with any questions, concerns, medication refills and sending messages to appropriate provider or clinical staff.
• Completes outbound calls to schedule patients, adhering to processes and procedures of those assignments.
• Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call.
• Expert knowledge to provide exceptional service and appointment scheduling for all clinical areas.
• Maintain call quality assessment scores of 95% - 100% consistently.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Participate in ongoing technical, customer service, and other training to continually improve skills.
• Adapts to ongoing operational or changes based on business needs.
• Compliance with all clinical policies, procedures, and HIPAA regulations.
• Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies.
• Performs other duties as assigned.

• Outstanding verbal and written communication skills.
• Listening skills-situation analysis and creative problem solving.
• Excellent customer service orientation.
• Conflict resolution skills and the ability to stay calm under pressure.
• Strong organizational skills and attention to detail.
• The ability to work well within a team and adaptability to changing situations.
• Flexibility to work with staggering/assigned schedules.
• Proficiency in typing and keyboard skills.
• Ability to learn and operate within call center software and electronic health record.
• Strong multi-tasking skill; use of technology and multiple resources.
• Outstanding phone etiquette with the skills to navigate inbound/outbound calls, chat, email and text.
• Bilingual preferred (Spanish/English) but not required.

EDUCATION:

• High school diploma or GED is required.

PREFERRED:

• Experience in working in a dental and/or medical office setting.
• Knowledge of dental and/or insurance plans including eligibility and benefits