What are the responsibilities and job description for the Bilingual Call Center Representative position at Berks Community Health Center?
The Call Center Representative is typically the first voice and face of for BCHC, they will be responsible for answering incoming calls, using company policy to solve customer issues and directing calls to the appropriate person within the organization.
Job description
Principal Duties and Responsibilities
- Answer calls and provide superior customer service.
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication "scripts' when handling different topics.
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Return calls to patients.
- Retrieve voicemails and close the loop on messages.
- Consult appropriate resource if unable to satisfy the need.
- Route calls to appropriate resource if unable to satisfy the need.
- Route calls to appropriate staff via phone note, voicemail or email which ever is appropriate.
- Document all calls according to policy and procedure/SOP
- Professionally resolve customer issues and maintain professional phone etiquette when people are dissatisfied.
- Communicate with appropriate leadership if they are unable to resolve an issue.
- Maintain a professional demeanor at all times even when patients or customer are escalated.
- Keep records of all conversations in our call center call log in a comprehensible way.
- Other duties as assigned.
Education and Requirements
- Must be able to speak, read, write and understand English and Spanish. Bilingual required.
- High school degree or equivalent
- Previous experience in a customer support role
- Track record of over-achieving quota.
- Experience with or ability to learn EMR system.
- experience with or ability to learn standard Microsoft Office software, including but not limited to MS Outlook, Word, Excel, PowerPoint, and Publisher.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Experience:
- Healthcare: 1 year (Preferred)
- Customer service: 2 years (Required)
- Call center: 1 year (Required)
Work Location: In person
