Contact Center Scheduling Rep

Thanks for your interest in Children's Mercy!

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

Children’s Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children’s health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview

To provide world class customer service to those calling the Children's Mercy Contact Center (centralized scheduling department). The Contact Center Scheduling Representative will perform routine scheduling of new and follow up appointments requested by parents, patients and providers, utilizing scheduling principles and techniques for the ideal patient and provider experience. The Contact Center Scheduling Representative will perform scheduling activities that include, but are not limited to, taking a high volume of calls while verifying PHI, processing referrals and parent messages while inputting patient data into multiple systems. The Contact Center Scheduling Representative will be responsible for managing ever changing information for 30+ Ambulatory Specialty Clinics with a low frequency of errors and organized workflow. The Contact Center Scheduling Representative must be able to thrive in a fast paced, call center environment. At Children's Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity. Responsibilities: • Answers and processes a high volume of incoming/outgoing calls requesting an appointments for a CMH Specialty Clinic or general inquiry. • Customer service is held to call quality standards, is patient/parent friendly and incorporates Service Excellence behaviors and shared values. • Assists with other duties as assigned • Actively listen to patient/family needs and determine proper appointment solutions by using resources such as referrals and guidelines provided • Critical and Analytical thinking • Flexible with job functions to support business needs • Strong Computer Skill/Competency • Able to successfully process repetitive tasks Qualifications: HS diploma or equivalent and 3-5 years' experience PC/Customer service experience/Data Entry/Call Center Experience/Medical Terminology

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Responsibilities

• Answer and process incoming/outgoing calls requesting an appointments for a CMH Specialty Clinic or general inquiry. Communication is according to call quality standards, is patient/parent friendly, and incorporates Service Excellence behaviors and shared
• Process administrative work.
• Assists with other duties as assigned.

Qualifications

• HS diploma or equivalent and 3-5 years experience PC/Customer service experience/Data Entry/Call Center Experience/Medical Terminology.

Benefits at Children's Mercy

The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Starting Pay

Our pay ranges are market competitive. The pay range for this job begins at $18.74/hr, but your offer will be determined based on your education and experience.

Remote Work/Work from Home

This position is entirely remote or work-from-home. The person hired must live in the Kansas City metro area and may attend on-site meetings, as scheduled.

EEO Employer/Disabled/Vet

Children’s Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation all are factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children’s Mercy is smoke and tobacco free.