Senior Contact Center Specialist - Southwestern Health Resources

Senior Contact Center specialist - Southwestern Health Resources

Southwestern Health Resources is looking for a highly skilled Senior Contact Center Specialist .

Is that you?

Work Location: Southwestern Health Resources Headquarters, Hybrid: 1601 Lyndon B.

Johnson Freeway, Farmers Branch, TX 75234.

Work Hours: Full Time Days (8:00am-5:00pm) for 40 hrs/week (remote work allowed at manager's discretion)

Department Highlights:


* Hybrid Position


* Gain a sense of accomplishment by contributing to a teamwork environment.


* Receive excellent mentorship, comprehensive training, and dedicated leadership resources.


* Contribute and work on a cross functional team

What You Will Do:

Provides guidance as a mentor to assigned onsite and remote contact center and concierge services staff related to department protocols, productivity and quality standards, products, and services.

10%
Performs call monitoring audits of internal and external telephonic interactions, reviewing for soft skills such as greeting, accurate issue identification and documentation, control of call, proper telephone procedures, first call resolution or follow up, and closing as well as reviewing for accuracy of quoted information, benefits interpretation, clinical policies, provider network status, authorization requirements, claims or billing questions, navigation and scheduling assistance, authorization and referral support, adherence to clinical intake or outreach program guidelines, etc.

Prepares quality assurance reports to identify trends and training opportunities.

10%
Prepares and submits departmental daily and monthly operational, production, key performance indicator, client service level guarantee, and regulatory reports as required.

Analyzes data to identify opportunities for process improvements.

10%
Researches and triages escalated inquiries, issues, requests, grievances, and disputes raised by internal or external customer service staff or other organization staff.

Serves as key support for department personnel and management as needed, including handling warm transfer escalations to aid with more complex matters for a positive impact to customer satisfaction and to provide a real-time learning experience to other team members.

10%
Responds promptly to telephone calls, digital or emailed contacts, and written correspondence from brokers, employers, healthcare providers, and plan members.

Provides resolution or follow-up to each inquiry, issue, or request received.

Accurately and thoroughly documents all interactions per department protocol.

10%
Assists employers, healthcare providers, and plan members with appointment and scheduling requests, authorization and referral support, benefits navigation, network provider searches, primary care physician (PCP) assignments, research and resolution of billing inquiries, community resources referrals, and fulfillment requests.

10%
Supports other organization departments with patient referral and intake to...