What are the responsibilities and job description for the Call Center Specialist position at Health Care For the Homeless Inc?
Overview
The Call Center Specialist is the first point of contact for members of the community trying to reach agency staff. They are responsible for providing supportive, efficient, high-quality customer service. The Call Center Specialist will be part of a team of 6 handling calls for a small to medium sized call center. They follow established protocols to perform daily tasks such as scheduling appointments and assisting clients with information for multiple locations. They facilitate communication between clients, vendors and community members with staff.
Key Role Responsibilities
- Perform the duties and responsibilities of the CSR (client service representative) position, including registration, scheduling, insurance verification, referrals, medical records, and enrollment, in order to ensure one-call resolution.
- Collect necessary information for services; consent to treat, demographics, etc. to ensure accurate data for billing claims.
- Respond promptly and appropriately to questions / concerns / complaints and attempt immediate resolution. Assess and identify caller needs in order to connect them with the appropriate services within the agency or through established external partners.
- Record required client information accurately and promptly in the electronic health record.
- Provide good customer service, marked by culturally-competent, client-centered, ethical, respectful, inclusive and professional access for clients, visitors, partners and the broader community.
- Collaborate with team members to improve workflows, maintain / update standard operating procedures and to improve client satisfaction.
- Take personal responsibility for their professional appearance and their workspace, ensuring that both represent the agency in a positive manner.
- Contribute to department goals and objectives. Adhere to department policies, procedures, quality standards and safety standards. Comply with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.
Key Agency Responsibilities
In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment :
Knowledge, Experience and Skills
Formal Education and Training
Experience
Skills
Health Care for the Homeless is an equal opportunity employer.
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