Call Center Representative

MISSION STATEMENT

Are you ready to give back to the community while pursuing your passion? For over 50 years, Acacia Network and its affiliates have been committed to improving the quality-of-life and wellbeing of underserved communities in New York City and beyond. We are one of the leading human services organizations in New York City and the largest Hispanic-led nonprofit in the State, serving over 150,000 individuals every year. Our programs serve individuals at every age and developmental level, from the very young through our daycare programs to mature adults through our older adults centers. Our extensive array of community-based services are fully integrated, bilingual and culturally competent.

POSITION OVERVIEW

The successful candidates will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues and directing calls as needed. Our Call Center Representatives are often the first point of contact for customers, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.

KEY ESSENTIAL FUNCTIONS

• Utilize effective communication and customer service skills.
• Accept and screen incoming and outgoing calls, maintain accurate messages and disseminates appropriately.
• Act as a liaison for the patients and Health Center and direct calls to other departments as needed.
• Register patients in NextGen, obtain/verify demographics, insurance, and other pertinent information from the patients.
• Schedule, reschedule and cancel appointments for patients in NextGen.
• Follow-up on the missed/cancelled appointments, confirm upcoming appointments via telephone/written correspondence.
• Maintain records appropriate to operations and maintain privacy of information in the patient’s chart and/or records.
• Meet or exceed Call Center metrics/goals.
• Provide back-up support to other unit clerks.
• Maintain a clean and safe waiting area.
• Maintain compliance with all organizational policies and procedures.
• Perform other appropriate duties as requested by the supervisor.

REQUIREMENTS

• High School Diploma required
• Associates Degree in Social Services, Human Services, or Public Health preferred.
• One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology.
• Basic computer skills for word processing and spreadsheet use.
• Attend all staff meetings as requested
• Good communication skills.
• Ability to handle a high volume of calls.
• Ability to work in a culturally diverse environment.
• Bilingual – Spanish strongly preferred.

WHY JOIN US?

Acacia Network provides a comprehensive and competitive benefits package to our employees. In addition to a competitive salary, our benefits include medical, dental, and vision coverage. We also offer generous paid time off, including vacation days and paid holidays, to support a healthy work-life balance. We prioritize the well-being of our employees both professionally and personally.

As an Equal Opportunity Employer, we encourage individuals from all backgrounds to apply.