Respond to inbound and outbound service inquiries via telephone and web.
Connect new and existing patients to hospital registration, physician offices, or other key business areas, as appropriate.
Act as a liaison between patients and office staff to ensure the appropriate, timely scheduling of appointments.
Support patients by providing information related to primary care and specialty physician practices.
Follow internal workflows and department procedures for appropriate handling of inquiries.
Document each service inquiry for appropriate tracking and trending across the business.
Ensure availability for patients by adhering to predetermined schedule.
Achieve all key performance indicators related to production, quality, and schedule adherence.
Work closely with other team members to drive consistency and implement process improvements.
Establish effective relationships with business partners and key stakeholders.
Participate in projects and workgroups as needed.
Qualifications
Qualifications:
High School Diploma or GED
1-3 years of direct experience within a call center environment highly desirable
Healthcare or hospital setting experience desirable
Experience using MS Office; Word, Excel, PowerPoint, Outlook
Ability to utilize telephony software and headset (Cisco platform)
Strong customer service aptitude; excellent verbal and written communication skills
Skills/ Abilities/ Competencies Required:
Ability to work in a structured environment, handle a high volume of inquiries using a headset.
Commitment to provide outstanding customer service to all internal and external customers.
Ability to interpret information and resolve issues for customers.
Ability to answer both basic and complex inquiries using professional service delivery techniques.
Superior time management and organizational skills; ability to shift priorities as business need demands.
Strong process improvement orientation. Ability to identify issues and report them to leadership in a positive, constructive manner.
Flexibility to support operational business hours between 8:00 am and 6:00 pm.
Flexibility to learn new practices and assume additional responsibilities as business needs evolve.
Positive attitude and strong desire to positively contribute to the team.
Ability to work effectively across organizational lines and with various position levels both within and outside of the MGB umbrella.
EEO Statement
Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, veteran status, disability unrelated to job requirements, genetic information, military service, or other protected status.
