What are the responsibilities and job description for the Bilingual Customer Service Agent: Triage Center position at Community Health Resources?
With a career at CHR, you can look forward to a respectful workplace, an inclusive culture, and most importantly, a family. A career can mean different things at different workplaces. Apply now to see what it means to us and what it's like to work somewhere your voice is heard, your wellness is a priority, and your success matters.
JOB TITLE : Bilingual Customer Service Agent
EMPLOYMENT TYPE : Full-Time; 40 hours / week
SCHEDULED HOURS : Monday-Friday 8 : 30AM-5 : 00PM; some evenings required 11 : 30am-8 : 00pm
PROGRAM / LOCATION : Triage Center, Manchester, CT
PC# : 2407
ABOUT THE PROGRAM : Triage Center
Responds to statewide requests for CHR services. Provides screening & triage to multiple levels of care. Refers individuals and / or families to the appropriate level of care in or out of our service system. Crisis triage to 911 / emergency services and / or MCRT & EMPS (via 211) as needed. Triage Center is staffed by a team of call center agents, care coordinators, and a manager.
ABOUT THE POSITION : Bilingual Customer Service Agent
Duties and Responsibilities
- Consistently provide genuine, friendly, personable and professional service.
- Responsible for appointment scheduling and intake service coordination.
- Schedules clients with providers to help them access treatment in a timely fashion.
- Establish rapport and working relationships with clients and clinical staff in order to enhance the overall engagement experience for clients.
- Handle a high call volume in a fast-paced contact center environment.
- Provide education to clients about available CHR resources to assist them in accessing treatment, i.e., transportation alternatives and schedules of providers.
- Coordinate, network and schedule hospital, urgent care, and appropriate internal / external programs within agency guidelines.
- With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
- Stays abreast of all agency and clinic policies regarding access, no shows and scheduling.
- Maintains documentation in compliance with agency and program standards.
- Ability to meet key performance metrics.
- Proactively resolve escalated customer issues.
- Assist clients with general questions and requests for information.
- Provides excellent customer service to all clients and families.
- Provides culturally & linguistically appropriate customer service to clients, client's families and collaborative partners with available interpretation services.
- Participates in staff meetings, supervision, trainings and other meetings as assigned.
- May perform other assignments and duties as program and agency needs require.
QUALIFICATIONS :
Education : High School Diploma or equivalent required, Bachelor's Degree preferred.
Experience : Minimum of 5 years of experience in a customer service oriented role required. Intermediate to advanced typing and technical aptitude required. 2-5 years of experience working in a call center environment preferred. Prior experience working in a medical office or in social services preferred.
Why Join CHR?
Award-Winning Workplace :
Generous Time Off :
Retirement Savings :
Comprehensive Insurance :
Education & Tuition Support :
Career Development :
Wellness Program :
Employee Involvement :
Stay Informed :
And So Much More :
Join us at CHR and be part of an exciting, supportive, and dynamic workplace where your growth and well-being are our top priorities!
COMPENSATION
18.00 / hr min., and up commensurate upon experience.
CHR is committed to fostering an inclusive culture that respects differences and honors the experience of our diverse staff. We encourage women, members of ethnic minorities, LGBTQ individuals, people with (dis)abilities, and veterans to apply.
Take the first step to a meaningful career and apply to CHR today!
Salary : $18
