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| Contact Center Agent for LifeBridge Health

Sam Hull     JERUSALEM
Friday, 13 July 7:50 AM

Contact Center Agent needed for LifeBridge Health in state of the art Jerusalem office. 

Please send resume to certifiedrnusa@gmail.com  

Position Summary:

 The Contact Center – Agent II operates as a high level customer service specialist within LBH’s Contact Center, enhancing at LBH’s engagement efforts. This individual is skilled to respond to requests from multiple sources including provider practices, general calls in response to marketing activity, service/department initiatives, and customer requests from web forms and other channels. In addition to

responding to inquiries, the agent also proactively engages LBH customers by initiating post discharge / post visit follow up calls regarding customer satisfaction, provider referrals, and other customer needs as identified.

The agent is responsible for being knowledgeable of LBH resources, departments, and services at multiple LBH facilities and assists in maintaining the Contact Center’s knowledgebase. The agent also has an active role in maintaining our customer relationship management database and capturing data during the course of their engagement efforts.

 

Essential Functions:

 

·         Customer Outreach

Uses approved software and communication systems to proactively engage with LBH customers.

Tasks:

Using worklists, engage with customers via phone, e-mail, or other approved communication methods regarding appointment requests, provider referrals, post discharge experience, and other needs as required. Maintain an accurate record of engagement history and work performed. Provide feedback to appropriate LBH staff as necessary. When appropriate, use contact history and customer profile information to provide information to customer regarding LBH and community resources and services.

 

·         Provider Referrals

Assist consumers who engage LBH searching for physicians, other providers, and services that meet their needs.

Tasks:

Using appropriate software, identify appropriate provider or service based upon customer request and needs. Converts request, when possible, into patient appointment. Continually maintain and update knowledgebase of providers and services and provide feedback to appropriate LBH staff when necessary.

 

·         Class/Event Registration

Register customers for health screenings, seminars, and events and assist in tracking and monitoring event activity.

Tasks:

Assists customers in finding screenings, classes and/or events that will best suit their needs, or in response to marketing materials, as requested. Maintain attendee rosters and provide to event stakeholders as necessary. Assist in maintaining class and event registration logistics in appropriate software systems.

 

·         Patient Self-Serve Pref

Serve as a resource to customers who wish to update their contact preferences or gain access to LBH EMR portal or other self service portals and technology. Assist in the management and support of self service technology.

 

Tasks:

Respond to requests for invites to the EMR portal, updates to contact preferences for appointment confirmations, appointment reminders, marketing material, and other communication as necessary.

Assist in account activation / registration for other customer facing technology as required. Assist in maintaining and supporting self service technology including online appointment scheduling software

 

·         Patient Reg/Sched Request

Uses approved software systems to register patients, schedule patient appointments, capture requests,

take messages, and update service request tickets on behalf of provider practices and other LBH

departments and services.

Tasks:

Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to policies, procedures, and guidelines. Uses appropriate software to register new patients, schedule appointments, and take messages for physician/department visits and services, and effectively communicates such information to the appropriate party per established protocols or

rules of client. Collects and enters appropriate information from callers into approved software system for tracking and monitoring purposes. Documentation is concise, thorough, and accurate and templates are utilized as when appropriate. Create an open dialogue with provider practices to both transfer and receive relevant information on behalf of our customers.

 

·         Cust Profile/Engag. Hist.

Using feedback from customers, update customer profile in appropriate software and track engagement history.

Tasks:

Use appropriate software during all customer engagement interactions. Capture relevant information during customer interaction and update data in software as necessary.

 

·         Call Tracking

Use appropriate software to track both inbound and outbound calls to Contact Center.

Tasks:

Use appropriate Contact Center software, capture relevant data to provide accurate and detailed call summary data for all calls including patient registration, class and event registration and marketing inquiries.

 

·         Updating Guides/Protocols

Actively participates in the maintenance of Contact Center guides and protocols.

Tasks:

Provides Contact Center feedback to Manager and/or Director regarding updates and necessary edits to Department guides and protocols. Proactively engages LBH provider practices, departments, and services to obtain pertinent information,

 

·         Professional/Teamwork

Displays a commitment to the value of teamwork by building strong relationships with patients, families, co-workers and the surrounding community; and by being cooperative and collaborative in the performance of duties to promote a unified workforce.

Tasks:

Supports organizational changes and participates in departmental special projects as needed.

Demonstrates flexibility in providing coverage and/or availability for the Contact Center via scheduling adjustments for unexpected absences, events, or call volume variances. Attends meetings, in-services, etc. as required. Displays an understanding and awareness of, and performs all duties in accordance with, LBH’s Mission and Vision statements. Performs other duties as needed or assigned.

 

·         Customer Satisfaction

Maintain a professional customer service demeanor consistently. Display a commitment to the value of customer service by building strong relationships with patients, families, co-workers and the community and by being cooperative and collaborative.

 

 

Qualifications/Requirements

 

Formal working knowledge; equivalent to an Associate's degree (2 years

college); requires knowledge of a specialized field

 

Education/Knowledge:

Experience: 1-3 years

Technical/Clinical Skills (Usage):

Certifications, Licenses, Registrations:

Communication Skills and Abilities:

 

Microsoft Office Suite (Frequently)

Basic computer skills (Frequently)

Cerner (Frequently)

Healthstream (Frequently)

IDX (Frequently)

Standard Office Equipment (Frequently)

Medical terminology (Frequently)

Critical thinking skills (Frequently)

Telephone (Frequently)

Call Center Software (Onvida) (Frequently)

 

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