Coordinator Customer Service, CBS

Location: Dallas, Texas US

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Requisition Number: 19016012

Position Title:

External Description:

The Coordinator Customer Service CBS acts as a liaison between the Customer Service Specialist and Supervisor of the Customer Service Department.  Monitor the call volumes, productivity, and Quality Review�s.  Handle escalated and overflow calls as needed.
  • Must be able to multi-task in a fast paced environment
  • Must have exceptional phone etiquette
  • Must remain professional throughout the call
  • Basic computer skills (Outlook, Word, Excel)
  • Must be able to follow accounts through to completion
  • Soft collection experience is preferred
  • Must be able to handle difficult callers and diffuse the situation to avoid escalation
  • Must be consistent and fair when reviewing QR�s for the staff
The ideal candidate for the Customer Services role is someone who has the following attributes:
  • Handle and resolve escalated and overflow calls from the Customer Service Specialists
  • Respond to all email requests from Customer Service, Support, and external departments.
  • Support the reviewing/completing of Quality Reviews for the Customer Service and Support Staff.
  • Support the monitoring the Call/Agent Monitoring Board (currently using CC6) to ensure the Specialists are all available to take calls or currently on a call.  Watching the call volumes to ensure Televox calls are flowing efficiently (throttles the volume up or down as needed).
  • Submitting Midas complaints for review/approval, while maintaining the Midas spreadsheet and ensuring all requests are completed timely.
  • Specialty/Department/Practice � Billing & Collections -2001 Bryan Street, Dallas TX - Bryan Tower
  • Shift/Schedule � Full Time
  • Benefits � Our competitive benefits package includes*:
    • Immediate eligibility for health and welfare benefits
    • 401(k) savings plan with dollar-for-dollar match up to 5%
    • Tuition Reimbursement
    • PTO accrual beginning Day 1
*Note: Benefits may vary based upon position type and/or level.



High School diploma or GED equivalent
4 years of experience required

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Community / Marketing Title: Coordinator Customer Service, CBS

Company Profile:

Location_formattedLocationLong: Dallas, Texas US

CountryEEOText_Description: We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view the most recent EEO is the Law Poster, click here.

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviors that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products.

We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view the most recent EEO is the Law Poster, click here.