The Customer Service Representative serves as the critical point of contact for both public and internal (employee, patient, visitor) customers. The Customer Service Representative serves as the link between customers and various hospital departments for problem resolution. The role efficiently performs all duties related to directory assistance and documentation and dispatch of work requests utilizing the hospital - designated software(s).
The Customer Service Representative job duties also include, but are not limited to:
Utilizes telephony and software systems to accurately identify and greet callers, record requests, and document and properly assign work requests for all services supported by the CSC.
Effectively handles and resolves challenging customer situations through appropriate communication methods.
Promptly identifies and escalates challenging situations to appropriate leadership.
Ability to evaluate and prioritize emergency calls. Successfully passes competency checklists for dispatch of all urgent requests.
Demonstrates commitment to customer service - and ability to work positively and productively as part of a team environment - are basic requirements.
Performs all position-appropriate duties in a competent, professional and courteous manner.
The ideal candidate for the Customer Service Representative will have excellent phone and customer service skills, and the ability to be successful in a stressful, fast-paced environment, handling difficult situations and conflict resolution when necessary.
Location/Facility – NTX Main Street, 2nd Floor
Specialty/Department/Practice – Customer Service
Shift/Schedule – 2nd shift, 9- 7:30 or similar, 10 hour shifts (Days consist of one weekend day and 3 days during week)
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!