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Evening First Call Resolution Jobs in Tennessee (NOW HIRING)

Ardent Health

Contact Center Scheduler

Brentwood, TN · Remote

  • Medical

  • PTO

... First Call Resolution (FCR). * Safeguards patient information through compliance of HIPPA guidelines and adhering to Ardent policies and procedures and common security guidelines. * Ensures an ...

kgs

Operations Analyst (Mid level)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Independently collect, organize, analyze, and interpret call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation ...

Koniag, Inc.

Operations Analyst - Senior

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Conduct deep-dive analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

Koniag, Inc.

UAC Analyst (Mid)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

... first call resolution rates, SLA compliance, and customer satisfaction scores. * Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas ...

kgs

Operations Analyst (Mid level)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Independently collect, organize, analyze, and interpret call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation ...

kgs

UAC Analyst (Mid)

Nashville, TN

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

... first call resolution rates, SLA compliance, and customer satisfaction scores. * Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas ...

kgs

Operations Analyst - Senior

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Conduct deep-dive analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

Koniag, Inc.

Operations Analyst (Mid level)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Independently collect, organize, analyze, and interpret call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation ...

kgs

Operations Analyst - Senior

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Conduct deep-dive analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

kgs

UAC Analyst (Mid)

Nashville, TN · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

... first call resolution rates, SLA compliance, and customer satisfaction scores. * Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas ...

kgs

UAC Analyst (Sr)

Nashville, TN · On-site

$85K - $112K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Conduct expert-level analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

Koniag, Inc.

UAC Analyst (Sr)

Nashville, TN · On-site

$85K - $112K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Conduct expert-level analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

kgs

UAC Analyst (Sr)

Nashville, TN

$85K - $112K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Conduct expert-level analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

Spry Methods

UAC Analyst - Senior

Nashville, TN

$85K - $112K/yr

Analyze complex operational data, including call volumes, ticket trends, handle times, first call resolution, SLA compliance, escalations, and customer satisfaction. Prepare and quality-check ...

Spry Methods

UAC Analyst - Senior

Nashville, TN · On-site

$85K - $112K/yr

Analyze complex operational data, including call volumes, ticket trends, handle times, first call resolution, SLA compliance, escalations, and customer satisfaction. Prepare and quality-check ...

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Showing results 21-40

All JobsEvening First Call Resolution JobsEvening First Call Resolution Jobs in Tennessee

Evening First Call Resolution information

What is an Evening First Call Resolution specialist?

An Evening First Call Resolution specialist is a customer service professional who works evening shifts and is responsible for resolving customer inquiries or issues during the first contact. Their goal is to provide effective solutions without the need for follow-up calls or escalations, ensuring customer satisfaction. This role often requires strong communication skills, problem-solving abilities, and familiarity with company policies and procedures. Evening shifts are especially important for businesses that operate outside typical business hours or offer 24/7 support.

What are the most common challenges faced by Evening First Call Resolution specialists, and how can they be effectively managed?

Evening First Call Resolution specialists often face challenges such as handling high call volumes during peak hours, addressing complex customer issues with limited resources, and working with reduced support staff compared to daytime shifts. Effectively managing these challenges involves maintaining strong communication with team members, leveraging knowledge bases for quick problem-solving, and staying adaptable to changing priorities. Building expertise in the company's products and services, as well as developing strong listening and empathy skills, can help specialists provide efficient and satisfactory resolutions to customers during evening hours.

What is the difference between Evening First Call Resolution vs Customer Service Representative?

AspectEvening First Call ResolutionCustomer Service Representative
Primary FocusResolving customer issues on first call during evening hoursHandling customer inquiries and providing support across shifts
Work EnvironmentCall centers, customer support teams, evening shiftsCall centers, retail, or service industries, often full-time or part-time
CredentialsBasic customer service skills, communication skills, sometimes certifications in customer supportSame as Evening First Call Resolution, often with experience in customer service

While both roles involve customer interaction, Evening First Call Resolution emphasizes resolving issues on the first call during evening hours, focusing on efficiency and problem-solving. Customer Service Representatives handle a broader range of customer inquiries across various shifts, including evenings, but may not always prioritize first-call resolution. Understanding these differences helps employers and job seekers align expectations and skills for each role.

What are the key skills and qualifications needed to thrive as an Evening First Call Resolution specialist?

To thrive as an Evening First Call Resolution Specialist, you need strong problem-solving skills, customer service expertise, and often a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and ticketing tools is typically required. Exceptional communication, patience, and the ability to remain calm under pressure distinguish top performers in this role. These skills are crucial for efficiently resolving customer issues during evening hours, enhancing satisfaction, and maintaining company reputation.

What are the most commonly searched types of First Call Resolution jobs in Tennessee?

The most popular types of First Call Resolution jobs in Tennessee are:

What cities in Tennessee are hiring for Evening First Call Resolution jobs?

Cities in Tennessee with the most Evening First Call Resolution job openings:

Evening First Call Resolution jobs near you

Contact Center Scheduler

Ardent Health

Brentwood, TN • Remote

Full-time

Medical, PTO

Posted 23 days ago

Ardent Health Services rating

6.8

Company rating: 6.8 out of 10

Based on 143 frontline employees who took The Breakroom Quiz

493rd of 887 rated healthcare providers

Job description

Overview

Join our team as a remote day shift, full-time, Central Scheduling, Scheduler. The Remote Scheduler may work within the following timezones:

Central (CST) - 7:30a-5p CST

Mountain (MST) - 8a-5p MST

Why Join Us? 

Thrive in a People-First Environment and Make Healthcare Better 

  • Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being. 
  • People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. 
  • Make Healthcare Better: We use advanced technology to support our team and enhance patient care. 

Get to Know Your Team: 

  • Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members, and more than 280 sites of care with over 1,800 affiliated providers across six states.

Learn About a Day in the Life of a Scheduler:


Responsibilities
  • Provides world-class patient experience by identifying and resolving patient needs in a compassionate manner, and adheres to policies, procedures, and regulations as measured by Quality Assurance (QA) scoring, and First Call Resolution (FCR).
  • Safeguards patient information through compliance of HIPPA guidelines and adhering to Ardent policies and procedures and common security guidelines.
  • Ensures an effective and efficient interaction with patients through active manage of Average Handling Time (AHT) and Aux offline time.
  • Displays highly effective communication skills, both written and verbal, to patients, clinics, and colleagues.
  • Ensures a seamless healthcare experience for clinics and patients by consistently and accurately pre-registering, providing accurate information, and engaging clinics when necessary.
  • Maintains high level of productivity while managing tasks to ensure timeliness of service. Assist in meeting department goals.
  • Partners effectively with leadership, peers, and support staff to achieve departmental goals.
  • Is highly dependable employee as measured through attendance, tardy, and schedule adherence tracking.

Qualifications

Required Qualifications

  • High School Diploma or GED equivalent.
  • Excellent computer skills and ability to use Microsoft word, Microsoft excel, and Microsoft outlook.
  • Knowledge of standard office procedures and equipment.
  • Excellent communication skills.
  • Excellent attendance management.
  • Ability to adhere to policies, procedures, and regulations to ensure compliance and patient safety.

Preferred Qualifications

  • Associate degree or higher in related field of study.
  • 1+ year healthcare background/experience and/or call center experience.
  • 2+ years of experience working in a healthcare field/role or call center environment.
Qualifications:

Required Qualifications

  • High School Diploma or GED equivalent.
  • Excellent computer skills and ability to use Microsoft word, Microsoft excel, and Microsoft outlook.
  • Knowledge of standard office procedures and equipment.
  • Excellent communication skills.
  • Excellent attendance management.
  • Ability to adhere to policies, procedures, and regulations to ensure compliance and patient safety.

Preferred Qualifications

  • Associate degree or higher in related field of study.
  • 1+ year healthcare background/experience and/or call center experience.
  • 2+ years of experience working in a healthcare field/role or call center environment.
Education:UNAVAILABLEEmployment Type: FULL_TIME

What Ardent Health Services employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Ardent Health Services logo

About Ardent Health Services

Sourced by ZipRecruiter

With 30 hospitals and hundreds of clinics, Ardent Health Services is a premier provider of health care services, delivered with compassion for patients and their families and with respect for employees, physicians and other health professionals. Nearly half of our facilities have been recognized among healthcare's best places to work.

Industry

Hospitals

Company size

10,000+ Employees

Headquarters location

Nashville, TN, US

Year founded

1993

Social media

Twitter

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