HCA, Hospital Corporation of America Healthcare Tech Support Agent- Madison, TN Call Center in Madison, Tennessee

HCA’s National Contact Center Management team is looking for patient care liaisons to provide help desk support for our various online Patient Portal systems.

Patients use an online portal to access their health records, find a doctor, view/make appointments, register for classes and events, make payments, and more. As a Patient Care Liaison (PCL) , you will focus your compassionate care on our patients by phone. You will assist callers with user enrollments, username/password resets, navigation assistance and more to ensure a seamless end user experience. Our patients rely on us when they experience issues or have questions concerning their online Patient Portal account. The Patient Care Liaison will utilize various tools and resources to tailor the best solution for the user and provide guidance and next steps.

We will train you on the applications and the software. Great PCLs will have opportunities for growth and advancement . Expect to think, talk, and type 55 words per minute. The patient care liaison’s vantage point allows them to be a first line of defense in gathering feedback from Portal users, resolving their concerns and/or escalating more complex issues to our next level of support.

Summary of Key Responsibilities:

This non-clinical role supports patients, customers and internal stakeholders using a variety of interaction channels, including voice, email and chat. Creates and maintains a positive customer experience in a patient centered, quality driven environment.

Patient Care Liaison Generalist:

  • Speaks with customers, patients and stakeholders in a pleasant and professional phone voice; Communicates appropriately and clearly with department leadership, co-workers and customers/patients

  • Performs all components of call processing for inbound and outbound contacts; Documents calls in applicable system in a timely and accurate manner and as prescribed by current standards and policies

  • Ensures performance and quality standards are met

  • Is receptive to constructive feedback and coaching; Demonstrates the ability to be kind, compassionate, considerate, approachable, friendly and open minded

  • Provides superior customer service to internal and external customers and patients;

  • Supports the vision and strategy of the contact center, positively promotes the services offered, and elevates issues to contact center Leadership as appropriate

  • Suggests ideas for positive changes to department policies and procedures

  • Practices and adheres to "Code of Conduct"

  • Maintains confidentiality and HIPAA compliance on all internal and external channels

  • Easily adapts to changes in work environment or job assignment; Exhibits willingness to master new work routines and methods

  • Complies with documented attendance/punctuality policies

Education and Experience:

  • 1-3 years customer service experience required

  • Previous Contact Center experience preferred

  • Proficient use of internet-based applications/software required

  • Proficient use of computers and mobile devices required

  • Communicates clearly and concisely both verbally and in writing

  • Multi-tasking (i.e. talking on the phone while typing, using more than one application during calls, etc.)

  • Excellent critical thinking and problem solving abilities

Title: Healthcare Tech Support Agent- Madison, TN Call Center

Location: Tennessee-Madison-Skyline Madison Campus

Requisition ID: 26486-3855