Contact Center Agent - Muskegon, Full Benefits!

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  • Muskegon, MI
  • Mary Free Bed Orthotics and Prosthetics
  • O&P Administration
  • Full-Time - Days - M-F, 8:00AM - 5:00PM
  • Administrative
  • Posted: November 11, 2019
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We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.


Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.


Mission Statement:
Restoring hope and freedom through rehabilitation.

Diversity and Inclusion:
Mary Free Bed values diversity and inclusion among patients, families and staff. We strive to hire people who reflect the communities we serve. Our employees will serve all patients, families and each other with dignity and respect.

The Contact Center Agent will be the first contact a patient/provider/family member would have with Mary Free Bed. It will be the responsibility of the agent to listen to the patient, solve problems and provide any information they are requesting. First impression is very important to form a long term patient relationship, as a call center team member you have to make sure that the patient has a positive experience at every opportunity to speak with them. A good customer service agent can alleviate an unhappy / unpleasant patient experience and slowly mold their opinion in a positive manner. Fluent speaking and problem solving skills are the foremost requirements.


The Contact Center Agent will relay all incoming, outgoing and inter-departmental telephone calls appropriately and as quickly as possible. 


The Contact Center Agent works as part of a large team.  Talking, listening and helping to answer questions, solve problems or resolve conflicts with patients/families/facilities. Contact Center Agents should be able to listen effectively to find the root cause of issues, and communicate clearly, in a friendly manner, to help resolve the issue and improve the patient experience.  The Contact Center Agent provides exceptional customer service to everyone on the phone by exuding warmth, genuine care, and taking pride and joy in serving the patients of Mary Free Bed.


Essential Job Responsibilities:

  • Must have good interpersonal skills to understand patients’ inquiries or complaints and deal effectively with people who may be worried, frustrated or angry to create favorable first and last impressions
  • Protects all hospital guest and staff’s confidentiality according to HIPPA requirements
  • Creates and maintains an atmosphere of warmth, personal interest and positive emphasis
  • Maintains positive appearance and professional image
  • Adheres to hospital policies
  • Maintains a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference rooms and other pertinent information Relays incoming, outgoing, and inter-departmental calls, takes and relays messages, and responds to telephone queries with a smile and in a warm, efficient way in order to facilitate public and hospital business.
  • Must be able to learn quickly so they can acquire the knowledge to answer patients’ questions accurately. They must also have good knowledge of telephone and computer systems so they can use contact center software efficiently.
  • Collects and enters patient intake information into the appropriate EMR, in order to best answer a patient/facility need. Documentation is to be concise, thorough, and accurate
  • Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances
  • May maintain file of patient's names, room locations, and telephone numbers to expedite incoming calls.
  • Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels


Customer Service Responsibilities:

  • This position is the first point of contact for our guest. It must provide an exceptional guest experience by delivering a high level of service to every call, every time, in order to create a favorable first and last impression 
  • Anticipates the needs of our guests then respond immediately to achieve exceptional customer satisfaction
  • Handles all interactions with the highest level of professionalism; accommodating special requests whenever possible and resolves guest concerns


Essential Job Qualifications (Knowledge, Education, and Training Requirements):

  • High school diploma or GED
  • Two years of high level customer service experience (Health Care industry preferred)
  • Previous experience in a Contact center (Health Care industry preferred)
  • Ability to speak with excellent grammar, a pleasant manner, polite and clear, maintaining through the entire call
  • Proficient in medical terminology
  • Competent with computers and with Microsoft Office Suite software (i.e. Outlook, Word, Excel, Access, etc.)
  • Ability to work flexible schedules and extended hours as needed.
  • Must possess  problem resolution skills
  • Must have ability to manage multiple priorities
  • Physical Demands:
    • Able to exert up to 10 pounds of force occasionally (up to 1/3 of the time)
    • Able to lift, carry, push, pull, up to 10 pounds occasionally
    • Ability to sit for long periods of time up to ten hours per day
    • Able to use keyboard frequently (1/3 to 2/3 of the time)
    • Functional hearing abilities for communications from a two-way handheld or mobile radio, cellular phone or other telephonic devices and PA speakers.
    • Ability to regularly walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; talk and hear.

Other Preferred Job Qualifications:

  • Previous experience as an operator/receptionist within a hospital environment.
  • Experience working with multi-line telephone system.
  • Ability to use and understand 24 hour and military time systems


Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.


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