What are the responsibilities and job description for the Call Center Representative position at Syncrotist?
We’re excited you’re interested in starting your new journey at Syncrotist! We wanted to give you a little information about what we do and what the training structure will generally look like.
Syncrotist provides support services for many of the prominent companies for in-home care in a rapidly growing market. With over 350 current home care office clients, we are the only company dedicated completely to partnering within this marketplace. Our communication specialist will act as a liaison and manage calls from caregivers, clients, family/friends of clients, insurance companies, and more to answer questions, and resolve any emerging problems that our customer accounts might face with accuracy but also focus on being empathic. All candidates will be provided with paid training. We offer both part-time and full-time positions.
Due to our specialized focus on health care calls, our call center is not like most. We are the connection between the caller and the office, so it is up to us to precisely translate the phone call into an email form that will give the office accurate information so they can take over after the call. The overall structure of what we do is the same, however, each office may have different instructions on call handling for specific situations. We need agents who are adaptable, friendly, and efficient.
What kinds of calls would I be taking?
Each office can have different processes and protocols to follow for call handling
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Syncrotist provides support services for many of the prominent companies for in-home care in a rapidly growing market. With over 350 current home care office clients, we are the only company dedicated completely to partnering within this marketplace. Our communication specialist will act as a liaison and manage calls from caregivers, clients, family/friends of clients, insurance companies, and more to answer questions, and resolve any emerging problems that our customer accounts might face with accuracy but also focus on being empathic. All candidates will be provided with paid training. We offer both part-time and full-time positions.
Due to our specialized focus on health care calls, our call center is not like most. We are the connection between the caller and the office, so it is up to us to precisely translate the phone call into an email form that will give the office accurate information so they can take over after the call. The overall structure of what we do is the same, however, each office may have different instructions on call handling for specific situations. We need agents who are adaptable, friendly, and efficient.
What kinds of calls would I be taking?
- Standard home health care intake calls
- Outbound digital lead calls: prospect calls as well as employment screenings
- Plus Service calls (enhanced): beyond handling standard calls, we provide a tailored service that includes completing subsequent steps within our workflow. This enhanced solution involves training on the office's scheduling system and ensuring a heightened focus to seamlessly integrate into their operations. By doing so, we aim to save the office time while maintaining accuracy and professionalism. We focus on utilizing 5 main CRMs: Wellsky, SwyftOps, AxisCare, eRSP, & HHA
- pCare: hospital support calls activating TV & phone services
- Excellent communication skills
- Writing skills: Grammar and punctuation, sentence structure, etc
- Computer skills: Typing, computer navigation, site navigation, etc
- Problem solving skills
- Empathetic & compassionate
- Strong interpersonal skills & emotional intelligence
- Detail oriented and have the ability to multitask
- Ability to self-manage as well as work with a team
- Strong work ethic: focus, dedication, dependability, self-discipline, goal-oriented, reliability, high productivity, punctuality, etc
- About one week in classroom training where you will be introduced to the Syncrotist portal, companies we service, call types & call reasons, Cliq chat, navigating Bria softphone, etc
- We will focus on the following:
Each office can have different processes and protocols to follow for call handling
- On the floor training includes, but is not limited to:
- Tethering with agents listening to live calls while QAing the call or typing the notes on the form in real time
- Tethering with an agent taking the calls and processing the forms yourself
- Processing live calls without tethering (with heavy supervisory oversight)
- Digital lead training (outbound employment & new client calls)
- Syncrotist calls (enhanced call follow-up procedures for certain offices)
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