Contact Center Specialist II

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Job Description

*This position is intended for existing employees of specialty clinics that are transitioning roles to Contact Services

About Us

CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. The organization includes six hospitals, 5 ERs, and over 80 clinics. CoxHealth has earned the following honors for workplace excellence:

  • Named on of Modern Healthcare’s Best Places to work five times.
  • Named one of America’s Greatest Workplaces by Newsweek.
  • Recognized as a Greatest Workplace for Women in both 2023 and 2024.
  • Listed as one of the Greatest Workplaces for Diversity in 2024.
  • Acknowledged by Forbes as one of the Best Employers for New Grads.
  • Ranked among the Best Employers by State for Missouri.

Benefits

  • Medical, Vision, Dental, Retirement Plan with employer match, and many more!
  • For a comprehensive list of benefits, please click here: Benefits | CoxHealth
Job Summary
  • The Contact Center Specialist II is responsible for managing interactions with consumers to ensure high level of customer service. Key responsibilities include answering consumer inquires, directing them to the appropriate department, centralized scheduling services for clinics, and other duties related to ensure patients can easily access their provider(s).
Job Requirements
  • Education
      • Required: High school diploma or Equivalent
  • Experience
      • Required: 1-year customer service experience and/or competency completed in Contact Center Specialist I role for a minimum of 6 months or equivalent skills.
      • Preferred: 2+ year customer service experience, healthcare experience, and/or call center experience
  • Skills
      • Strong customer services skills that demonstrate empathy, kindness, safety, and compassion
      • Problem solving skills to analyze and respond to consumer inquires
      • Ability to work independently and as a member of a team
      • Possess excellent time management skills
      • Professional written and verbal communication skills
      • Proficient in Microsoft Office Programs as well as healthcare related programs
      • Ability to multi-task, manage call volume and prioritize patient needs
      • Ability to make timely decisions and provide best possible outcome
      • Competency in required skills as a Contact Center Specialist I or equivalent skills
  • Licensure/Certification/Registration
    • N/A
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Specialties:

  1. Clerical/Administrative Support

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Why CoxHealth?

We are a health system that includes six hospitals with over 80 clinics and 537 physicians serving 24 counties. CoxHealth is Missouri’s first hospital system accredited by DNV Healthcare for quality and patient safety. All six hospitals, as well as our outpatient centers and provider-based clinics, hold this national distinction from DNV’s accreditation program, the National Integrated Accreditation of Healthcare Organizations. The hospital is also the only facility in the region to receive the ANCC Magnet designation, which recognizes excellence in nursing. We are the only local health system named six times to U.S. News & World Report’s Best Regional Hospitals list, and we are recognized by CareChex as among the Top 10 percent of U.S. hospitals for medical excellence and patient safety in overall medical care.