Contact Center Quality Analyst jobs in Killeen, TX

Overview

Join our team as a day shift, full-time, Administration Contact Center Representative in Harker Heights, TX.

Fulfilling your purpose begins here: 

People First, Always. Here’s how we take care of our people: 

• Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more. 

Your team is bigger than your department: 

• Seton Medical Center Harker Heights is an 83-bed acute care hospital offering services such as Cardiology, Emergency Services and a Level IV Trauma Designated ER, General Surgery, Orthopedic Surgery, Total Joint Replacement, Gastroenterology, Diagnostic Services and more.
• We believe healthcare is a team sport and every player has something to contribute. We show compassion, celebrate differences and treat one another with respect. 

Responsibilities

• Answer incoming calls and respond to patient’s emails 
• Answers phone with a smile using the preferred greeting for the location. 
• Routes calls and faxes to the appropriate personnel. Accurately documents messages so calls can be returned promptly.  Pull chart and supporting documents to be sent back with detailed message. 
• Document all call information according to standard operating procedures 
• Follow up patient calls where necessary
• Schedules patients, confirms future appointments and communicates financial obligation for the upcoming appointment. 
• Collects insurance information and performs eligibility checks including verifying the need for referrals/precertification. 
• Manage and resolve patient complaints with leadership assistance 
• Identify and escalate issue to supervisors 
• Provide product and service information to patients 

Qualifications

Job Requirements

• Previous job experience in delivering exceptional customer service 

Preferred Job Requirements

• High School Diploma or equivalent
• 1 year medical office reception experience
• Previous similar office experience