Contact Center Specialist I – Technical Support

Support patients and callers as a front-line technical assistance contact center specialist in a hybrid Temple, TX setup with primary work-from-home scheduling.

• Work mode: Primarily work-from-home (in-person onboarding at the Temple Contact Center)
• Schedule: Wednesday–Sunday, 9:00 AM to 6:00 PM
• Training: Approximately 2 weeks of virtual weekday training (Monday–Friday) before moving to the regular schedule
• Education: H.S. Diploma / GED equivalent

Responsibilities

• Handle routine inquiries, complaints, and concerns via inbound phone calls, emails, and electronic requests, following close supervision
• Drive a positive customer experience by focusing on customer satisfaction and resolution
• Provide accurate, valid, and complete information using the appropriate methods and tools
• Identify emergent health situations from caller information and coordinate immediate triage
• Collaborate with providers, clinical staff, and other departments to help meet patients’ needs
• Calm upset customers with a composed and professional demeanor
• Identify and escalate priority issues for resolution
• Document all customer interactions and accurately process required documents for optimal service
• May assist with electronic medical record account tasks, including creating new accounts, preventing duplicate accounts, and verifying insurance coverage

Role Scope

• Provide front-line support for product and service requests
• Support technical help and troubleshooting
• Answer questions, register new patients, and assist with scheduling healthcare appointments
• Support financial clearance, complaint handling, and institutional information requests

Requirements

• Experience in a call center, customer service, or healthcare setting preferred
• Moderate understanding of general job aspects
• Strong listening, interpersonal, and communication skills; professional, nice, and respectful telephone etiquette
• Excellent data entry skills and strong numeric/data handling abilities
• Strong computer navigation skills
• Knowledge of the patient portal preferred
• Knowledge of customer service values and practices preferred
• Knowledge of call center telephony and technology preferred
• Ability to quickly assess requests using electronic and paper resource materials and respond correctly
• Comfort working in a fast-paced, constantly changing, and stressful environment
• Tier 1 technical support or call center experience preferred
• Comfort navigating computers, smartphones, browsers, and performing basic troubleshooting while clearly explaining technical steps
• Deliver excellent customer service using patience, effective communication, active listening, and a helpful, solution-focused approach

Technologies

• Electronic medical record system

Benefits

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Belonging statement

We believe that all people should feel welcomed, valued and supported.

Qualifications

• Education: H.S. Diploma / GED Equivalent
• Experience: Less than 1 Year of Experience