What are the responsibilities and job description for the Call Center Representative - Hatian Creole position at Suncoast Community Health Centers, Inc.?
POSITION TITLE: CALL CENTER REPRESENTATIVE
FLSA: NON-EXEMPT
Duties/Responsibilities
FLSA: NON-EXEMPT
Duties/Responsibilities
- Handle inbound and outbound calls, emails, and chats to address customer inquiries, concerns, and requests.
- Assist clients with information about products, services, appointments, or other inquiries based on company guidelines.
- Identify patients' needs and offer relevant solutions or alternatives, ensuring a positive experience.
- Deliver exceptional customer service by resolving issues effectively and ensuring a positive experience for each interaction.
- Resolve basic to complex issues independently or escalate to a supervisor when necessary.
- Document all patients' interactions accurately in the EMR system for future reference and follow-up.
- Handle sensitive information with discretion, adhering to data privacy guidelines.
- Update patients' information and maintain accurate records in the database.
- Participate in regular team meetings, training sessions, and performance reviews, in-person.
- Perform additional tasks as needed to support the centers.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Must be able to effectively manage workflow and maintain high-quality standards in environments where staffing levels may be below ideal, demonstrating the ability to prioritize tasks and collaborate with the team under pressure.
- Ability to perform precise manipulations through the regular use of office equipment, including computers, copy machines, fax machines, telephones, calculators, and more.
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite, Electronic Medical Records (EMR) and related software.
- High School diploma or equivalent is required.
- At least two years in dental-related experience is needed.
- Creole is required.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to travel to various center locations as required.
