Summary
The Contact Center Specialist II plays a critical role as the first point of contact for CoxHealth patients, ensuring easy and reliable access to care. This role manages high-volume inbound calls to support appointment scheduling, patient inquiries, and care coordination across clinics and providers. Success in this role requires a blend of empathy, communication finesse, and the ability to manage complex systems efficiently under pressure. The Specialist II is expected to handle more advanced tasks than entry-level staff and may serve as a resource for Specialist I team members.
Key Responsibilities
Patient Access & Scheduling
- Answer incoming calls from patients, families, and community members with professionalism and empathy.
- Schedule, cancel, and reschedule clinic appointments across multiple departments and providers using centralized scheduling tools.
- Accurately route calls and messages to appropriate departments or personnel (e.g., nursing, referrals, billing).
Communication & Service
- Provide clear and compassionate communication to assist with patient inquiries regarding services, locations, hours, and next steps.
- Use service recovery skills to de-escalate frustrated or confused callers, ensuring a positive patient experience.
- Document all interactions accurately in the electronic health record (EHR) and scheduling systems.
Workflow & Team Contribution
- Maintain expected call volume and quality metrics while multitasking across platforms.
- Work independently while remaining in sync with team workflows, chat systems, and supervisor updates.
- Serve as a go-to for operational knowledge or task complexity when onboarding or supporting Specialist I peers.
Required Qualifications
Education
- Required: High school diploma or equivalent
Experience
- Required:
- Minimum 1 year of customer service experience
- OR minimum 6 months as a Contact Center Specialist I with demonstrated competency
- Preferred:
- 2+ years of customer service experience
- Healthcare and/or call center background
Skills
- Strong customer service orientation with demonstrated empathy, kindness, and professionalism
- Ability to manage high call volumes and multi-task across multiple systems
- Effective verbal and written communication skills
- Strong time management and problem-solving capabilities
- Proficiency in Microsoft Office and healthcare-related systems (e.g., Epic, scheduling tools)
- Confidence in making timely, patient-centered decisions under pressure
Job Type: Full-time
Pay: $20.84 - $25.10 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Vision insurance
Shift:
- Day shift
Ability to Commute:
- Springfield, MO 65807 (Preferred)
Ability to Relocate:
- Springfield, MO 65807: Relocate before starting work (Preferred)
Work Location: In person