Call Center Agent

DRAFT About the Role:

The Call Center Agent will serve as an essential point of contact between members, healthcare providers, and administrative teams. The Call Center Agent’s primary objective is to deliver exceptional customer service by efficiently managing both inbound and outbound calls, addressing inquiries, scheduling appointments, and resolving concerns with professionalism and empathy. The Call Center Agent will contribute to the smooth operation of the contact center by maintaining accurate records and adhering to established protocols and compliance standards. The Call Center Agent must handle a high volume of calls while maintaining a calm and courteous demeanor, ensuring that each interaction supports positive member experiences and organizational goals. Ultimately, the Call Center Agent’s efforts will help facilitate effective communication and support the delivery of quality health and social care to vulnerable populations.

Minimum Qualifications:

• High School Diploma or GED.
• Proven customer service experience.
• Ability to manage high volume contact center demands.
• Familiarity with inbound and outbound customer service processes and phone systems.
• Basic clerical experience including data entry and record keeping.
• Ability to work flexible hours to accommodate contact center shifts.

Preferred Qualifications:

• Associate's degree.
• Proven experience working in a contact center environment, preferably within healthcare or a related field.
• Experience specifically in healthcare services or medical contact centers.
• Knowledge of healthcare terminology and member privacy regulations such as HIPAA.
• Certification in customer service or contact center operations.

Responsibilities:

• Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
• Handle a high-volume of inbound and/or outbound calls, providing accurate information on healthcare services, scheduling, and member inquiries in a professional, courteous, and empathetic manner.
• Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions.
• Collaborate with internal and external stakeholders to resolve issues and escalate concerns when needed.
• Ensure compliance with healthcare regulations, service level agreements, organizational policies, and confidentiality standards in all communications.
• Maintain established standards for schedule adherence, attendance, quality, member satisfaction, and performance (including average handle time and after call work time).
• Demonstrate professionalism through reliability, teamwork, strong work ethic, initiative, organization, and ongoing participation in training and professional development.
• Perform other duties as assigned.

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