Contact Center Rep - Scheduler - Customer Care Contact Center - Business Services Group

Position: Contact Center Rep - Scheduler - Customer Care Contact Center - Business Services Group

Job ID: 158192

Location: US-TX-Houston


Talent Area: Administrative Support

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 7a-7p

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 14,000+ dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at   Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.


We are searching for a Contact Center Representative - someone who works well in a fast-paced hospital setting. In this position you will handle incoming requests from patients and physicians for various appointment scheduling needs. You will educate and communicate to patients or responsible parties arrival times, directions, how to cancel and reschedule an appointment, out of network authorization requirements, referral and authorization requirements and all other necessary information to ensure a positive patient experience.


Think you’ve got what it takes?

Responsibilities :

Job Duties & Responsibilities: 

  • Answering inbound or making outbound calls to customers with queries in relation to their account, in a timely, efficient and professional manner
  • Accurately documenting all calls using the appropriate computer systems
  • Following up on any unresolved queries and completing any call back requests in a timely manner
  • Providing advice, information and solutions to all customers
  • To maintain and develop a strong level of knowledge, and to keep up to date with any new procedures assigned to the campaign you are assigned to work
  • Working to achievable targets within a strong team orientated environment
  • Follows organizational policy for patient identification in EMR to avoid duplication of patient medical records
  • Obtains new or verifies existing patient demographic data (address, phone numbers, emergency contact information, visit guarantor) and insurance plan
  • Accurately enters new or updates existing demographic and financial data in EMR
  • Address patient’s or responsible party’s various scheduling needs
  • Follow specific clinic scheduling cue card or where available follow specific clinic guided questionnaire to ensure right appointment, with right physician at the right location for the patient
  • Follow guided questionnaire workflow for clinical scheduling triage with proper transfer to the nursing triage team.
  • Accommodate and coordinate patient’s or responsible party’s need to schedule multiple appointments in a single interaction; seek help from the coordinator for special scheduling groups as appropriate.


Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s, unless approved for a medical or religious exemption.




  • High School Diploma/GED
  • Two (2) years of contact center, customer service, &/or other experience in a healthcare setting is required
  • An Associates or Bachelor’s degree may be substituted for the experience requirement
  • Understanding patient privacy requirements for protected health information (PHI)
  • Basic knowledge of best practice standards for customer service and management of customer expectations
  • Bilingual, English and Spanish preferred

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