Contact Center Agent

Job Description

• Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally.
• Obtain and enter accurate demographic information into the clients Health System application
• Accurately schedule and register patients for appointments utilizing the clients Health System software.
• Accurately communicate appointment date, time, location and the provider’s name to the patient.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings.
• Follow the appropriate escalate protocols for Triage (red flag) calls.
• Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number.
• Maintain up-to-date knowledge of the clients Health System policies and procedures as they apply
• Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure
• Performs other duties as assigned by Leadership.

• High School diploma or equivalent required,
• Health Care and Customer Call Center experience preferred, but not required,
• Ability to handle a call center environment. Work efficiently, accurately and be able to multi-task,
• Ability to exercise good judgment to handle calls appropriately,
• Must be able to navigate through multiple databases that are utilized though Health’s software application,
• Must be able to type a minimum of 30 words per minute with 95% or greater accuracy,
• Must have excellent interpersonal and communication skills both written and orally,
• Proven ability to work as a member of a team is required,
• Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations,
• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

• Team members must have a smart phone to download and use an authentication application to gain access to the client data platform.
• Team members must be aware and prepared that training will consist of 2 to 4 weeks of in-house and virtual training.
• Team members will be eligible to transition to a remote location within 60 to 90-days of their start date once the team member has proven the ability to work independently and successfully meet the required goals and key performance indicators.
• All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions.
• All full-time team members will be scheduled 38.5 hours per week.

Salary : $19 - $19