Call Center Representative

Job Description:

Under the supervision of the Call Center Manager, the Customer Service Representative speaks with members in relation to scheduling new reservations and troubleshoot existing reservations. The role’s success is determined by quality and quantity of calls.

Job Responsibilities:

• The Customer Service Representative will handle tasks from multiple roles when staffed outside of peak times when role specialists are unavailable; overnight, weekends, holidays.
• Provides continuous phone support.
• Creates and updates transportation reservations by phone, email, or fax.
• Verifies member appointment date and time.
• Communicates driver estimated time of arrival to callers.
• Activates will call pickups.
• Notifies dispatcher roles of any issues or changes made to standing orders.
• Processes cancellations and cancellation notifications to vendor.
• Coordinates trip status updates between drivers, members, and any other CTC staff.
• May require evening and/or weekend and/or overnight work.
• Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.
• Maintains 100% accuracy with all aspects of the position.
• Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
• Meet with the Key Performance Indicators
  • AHT 6 min

• Quality Assurance 85%
• Occupancy 80%

• Any other duties as assigned by management.

Performance Requirements:

• 1 year Customer Service experience preferred.
• Call Center experience preferred.
• Must pass a Criminal Background Screening.
• Must pass government exclusion list at time of hire and monthly thereafter.
• Familiarity with various basic PC usage.
• Able to type at least 40 wpm.
• Take high volume of inbound calls.
• Make high volume of outbound calls.
• Availability to work any day and any shift; holidays and weekends.