What are the responsibilities and job description for the Contact Center Representative (Remote) position at AUNT MARTHAS HEALTH AND WELLNESS INC?
Aunt Martha’s Health and Wellness boldly commits to supporting the well-being of our communities, ensuring equity in access and delivering exceptional care inspired by a culture of innovation. We are taking a responsible approach to creating environments that allow us to do what we do best—provide healthcare and wellness. As a part of our commitment to health and safety, COVID-19 vaccines are required for all employees, as well as all newly hired employees. We require documentation upon hire.
POSITION SUMMARY:
This is a Telework position and requires staff to work-from-home. This is a busy contact center and position consists of handling inbound calls coming in through the agencies toll free number and making outbound calls. Calls will include requests pertaining to the agency as a whole.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Meet or exceed the standards of behavior as outlined in Aunt Martha’s Core Values.
- Adhere to the Privacy Act of 1974 as it relates to the confidentiality of information released.
- Employee shall provide adequate and safe space at the remote worksite.
- Provide exceptional customer service by greeting, listening, orienting the caller to Aunt Martha’s, and ensuring concerns are addressed during the call. Provide knowledgeable responses to inquiries in a courteous and professional manner.
- Representatives will schedule, reschedule and cancel appointments correctly and assist callers in a timely manner.
- The employee will not let non-work-related events and activities disrupt or interfere with work at the remote work site.
- Telework model requires the continuous use of the Five 9 portal/phone system, electronic medical record portal (Athena), and Outlook email as the main methods of communication with patients, manager and peers.
- Monitor call queue for calls holding and address calls as presented. Gather appropriate documentation on all calls handled.
- Reach out to on-call doctor/nurse as needed.
- Attend meetings to keep up with updates and changes.
- Conducts insurance verification at the time of scheduling appointments.
- Meet daily productivity expectations.
- Promote the use of multiple Health Services including but not limited to primary medical services, dental services, obstetrics/gynecology and behavioral health.
- Utilize databases and written materials to look up and provide proper information to telephone inquiries.
- Work collaboratively with health center staff and leadership.
- Complete all core curriculum trainings required.
- Perform all other job duties and responsibilities as assigned.
POSITION REQUIREMENTS/EDUCATION:
Education:
- High School Diploma or general education diploma (GED).
- One to three years of customer service experience preferred.
- Experience with resolving customer issues within a fast-paced environment strongly preferred.
- Experience in working with Microsoft Office programs essential.
- Ability to speak, read, and write in both English and Spanish fluently strongly preferred in this position.
Physical/Environmental:
- Ability to sit for extended periods.
- Ability to utilize a computer, monitor, and keyboard for up to 8 to 10 hours.
- Ability to use hands to handle or feel and talk or hear.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Normal accessibility and mobility required.
- Normal overtime/extended work hours may apply.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty, responsibilities, essential functions and key competencies satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
OTHER QUALIFICATIONS:
Current driver’s license
Current auto insurance
Ability to work late evening hours
Ability to work some weekend hours
Aunt Martha’s is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
