Contact Center Agent- Stamford Orthopedics

About the position

The Contact Center Agent at Stamford Orthopedics is responsible for providing exceptional customer service by scheduling medical appointments and addressing patient inquiries. This role serves as the first point of contact for callers, ensuring a positive patient experience through effective communication and empathy. The agent will utilize established protocols to manage appointments and maintain relationships with patients and their families.

Responsibilities

• Respond to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Stamford Health system.
• Utilize physician protocols to schedule appointments and/or procedures and meet established Contact Center performance goals.
• Utilize Stamford Health's Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
• During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect.
• Proactively read emails daily and keep up to date on all communications.
• Demonstrate behavior consistent with Stamford Health's mission, vision, goals, objectives, and patient care philosophy.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Must be committed to providing excellent service to Stamford Health's customers.
• Demonstrate regular, consistent, and punctual attendance.
• Perform other duties as assigned.

Requirements

• A High School diploma or an equivalent is required.
• 1 to 2 years Call Center/Customer Service experience is required, preferably within a Healthcare setting.
• Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred.