Contact Center Rep - Scheduler

Duties :
• Answering inbound or making outbound calls to customers with queries in relation to their account, in a timely, efficient
and professional manner.
• Accurately documenting all calls using the appropriate computer systems.
• Following up on any unresolved queries and completing any call back requests in a timely manner.
• Providing advice, information and solutions to all customers.
• To maintain and develop a strong level of knowledge, and to keep up to date with any new procedures assigned to the
campaign you are assigned to work.
• Working to achievable targets within a strong team orientated environment.
• To adhere to quality scripts and to maintain a high level of quality scores.
• Ability to adapt to new changes in a fast pace environment.
• To represent the organization in a positive and professional way at all times.
• Display a positive attitude and high level of commitment.
• To attend monthly meetings to discuss overall performance with your Coordinator along with staff meetings and other
department meetings as requested.
• Comply with all security requirements identified under HIPPA/PHI and as outlined in Texas Children’s policies.
• Any other duties that may be assigned by your leader.
.
Please have your candidate complete the below interview questions and attach to the resume submittal:

1. Why do you want to work for Texas Children’s Hospital?

2. Define what it is good customer service.

3. How do you hold yourself accountable in the work place?

4. When speaking to a parent to make an appointment, what are the most important things to you when making the appointment?

5. You are interviewing for a call center representative in one of the top Pediatric Hospital in the nation. How would you define success for this role?

6. Our hours of operation are M-F, 7a-p and Saturdays, 9a-2p. If you are offered this position, there is a possibility you are given a schedule to work until 7p or Saturdays. Are you flexible to work any schedule assigned to you?

• Knowledge of performance expectations in a contact center environment. Medical scheduling and patient registration
knowledge.
• Understanding patient privacy requirements for protected health information (PHI).
• Basic knowledge of best practice standards for customer service and management of customer expectations.
• Understanding the importance of employee engagement in the contact center environment.
• Ability to use a personal computer and electronic medical record software. The ability to listen and record accurate
information.
• Must demonstrate self-initiated work behaviors, good verbal and written communication skills.
• Bilingual, English and Spanish preferred.
• If communicating in a language other than English, the incumbent must pass and maintain the Health Care Language
Proficiency or Interpreter Assessment by MasterWord Interpreter Services.

Schedule Notes:
M-F, 7a-p and Saturdays, 9a-2p.- candidates must be available to work any of these days or times