Healthcare Call Center Agent

For entry-level positions in an inbound healthcare call center environment.

Description

The Healthcare Call Center Agent solution is for entry-level positions in an inbound healthcare call center environment. Sample tasks for this job include, but are not limited to: taking and receiving information from patients over the phone, working between computer screens, and entering information into a computer. Potential job titles that use this solution are: Call Center Representative, Receptionist, and Switchboard Operator.

One Sitting

Job Levels: Entry Level
Localizations Available: US English, UK English
Max Number of Questions: 65
Approximate Completion Time: 44 minutes
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Simulation, Multiple Choice, Multiple Choice – Adaptive

Two Sittings

Job Levels: Entry Level
Localizations Available: US English, UK English
Max Number of Questions: Screening: 146 items Selection: 73 items
Average Testing Time: Screening: 38 minutes Selection: 44 minutes
Number of Sittings: Two
Designed for Unproctored Environment: Screening: Yes Selection: No
Question Format: Simulation, Multiple Choice, Multiple Choice – Adaptive

One Sitting

Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly. This is calculated by the number of gross keystrokes per minute typed by an applicant.

Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately. This is calculated by the following formula: Percent Accurate = Number of Correct/Number of Total * 100.

Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.

Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.

Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.

Professional Potential: Measures the tendency to have potential for professional success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Contact Center Retention: This measures a candidate’s background, experiences, attitudes, judgments, and opinions that are associated with increased job tenure in entry-level contact center positions.

Two Sitting

The Contact Center Virtual Scenario should be administered using only high-speed internet connections (e.g., DSL, cable). Administering this simulation through a dial-up internet connection is not recommended. In addition, Internet Explorer is the recommended browser to use for testing. Finally, this assessment requires the use of audio

Screening

Working with Information: This measures the ability to efficiently and effectively use numerical and analytical reasoning to gather information and solve real-world problems.

Motivation: This component measures the tendency to set and accomplish challenging goals, while persisting in the face of significant obstacles. This trait is characterized by: working hard; taking satisfaction and pride in producing high quality work; and being competitive.

Assertiveness: This component measures the tendency of a person’s effectiveness in directing and influencing others. This trait is characterized by: persuading and negotiating effectively with others; influencing others’ decision-making; and coordinating others’ efforts to accomplish work.

Responsibility: This component measures the tendency of a person’s responsibility for his/her own actions and a commitment to performing assigned tasks. This trait is characterized by: reliability; proactive involvement in work; and a dedication to complete even the most mundane tasks.

Patient Focus: Measures the tendency to show persistent enthusiasm when interacting with patients. This trait is characterized by: apologizing sincerely for inconveniences, being patient, tolerating rude patients calmly, and searching for information or products for patients.

Contact Center Retention: This measures a candidate’s background, experiences, attitudes, judgments, and opinions that are associated with increased job tenure in entry-level contact center positions

Selection

Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly. This is calculated by the number of gross keystrokes per minute typed by an applicant.

Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately. This is calculated by the following formula: Percent Accurate = Number of Correct/Number of Total * 100.

Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.

Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.

Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.

Professional Potential: Measures the tendency to have potential for professional success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Conscientiousness: This measures the tendency to be aware of and follow company policies and procedures, including: working in an organized manner, returning from meals and breaks on time, and working when coworkers are not working.

Additional information

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