Call Center Associate for Healthcare

Customer service is typically at the heart of every business, especially for businesses who sell their products and services directly to customers. When it comes to healthcare, ensuring the customer - read: Patient - receives the most accurate and effective phone service is even more important.  When it comes to customer service for patients, your ability to help or not could be the difference between effective treatment or not. The stakes are higher, stress levels - as you can imagine - are much higher and the degree of empathy and care must elevate along with it.

Contact center agents in healthcare are tasked with solving patient problems, answering patient questions, sometimes NOT answering patient questions to ensure they receive answers instead from qualified professionals, and generally meeting patient needs through effective communication and follow-through. This course provides learners with foundational contact center knowledge and skills so that they can pursue their customer service career in a healthcare-related setting.

Program Objectives

After completing this program, learners will be able to:

• Define high-quality technical customer support.
• Explain the basic role of the contact center in business and excellent customer service.
• Describe the unique needs of different types of customers.
• Explain the role and expectations of the contact center agent.
• Use multiple technologies and communication channels in customer communication. Effectively handle numerous types of difficult customers and situations.
• Effectively apply problem-solving and critical thinking concepts to customer care.
• Apply sales strategies when the opportunity arises in customer communication.
• Explain basic business concepts needed as foundational knowledge for meeting customer needs.
• Discuss the current trends and issues related to various aspects of contact center operation and success.
• Complete a self-evaluation for personal traits and communication skills related to successful contact center communication and customer care.

Certification Opportunities

After completing this program, learners will have the opportunity to take the leading national/industry-recognized certification exam(s) essential to entry-level employment in this fast-growing field.

National Workforce Career Association (NWCA) Call Center (Contact Center) Associate

Optional Volunteer Externship Opportunity

Students who complete this program are eligible to participate in an optional volunteer externship opportunity with a local company/agency/organization whose work aligns with this area of study in order to gain valuable hands-on experience.  As students progress through their eLearning program, an Externship Coordinator will reach out to coordinate placement.

Note: Additional documentation including health records, immunizations, drug-screening, criminal background checks, etc. may be required by the externship facility.