Call Center Specialist

Community Healthcare Network is seeking for a Full-Time Call Center Specialist will be responsible for clear communication with callers and provide assistance that produce customer satisfaction. This role will serve as a telephone liaison between our customers and all CHN health centers to schedule appointments, verify insurance information, answer inquires and questions, troubleshoot problems and provide accurate /timely information.

JOB FUNCTION:

Responsibilities include, but are not limited to

1. Answers all incoming telephone calls in a professional manner at all times.
2. Ensures that all calls are handled in an expedited and efficient manner accurately and courteously.
3. Ensures use of professional language and grammar avoiding slang and lingo.
4. Maintains an upbeat tone of voice when responding to customers throughout the entire call.
5. Schedule appointments based on availability and continuity of care, verifies insurance information, updates demographics, and informs patients of necessary documentation for health center visits.
6. Informs and provides basic information regarding CHN Health Centers, directions and all available services.
7. Assesses/troubleshoots caller needs and transfers calls to the appropriate staff within the department as needed.
8. Confirms the purpose of the call, paraphrasing and asking pertinent questions to ensure they are addressing the concern.
9. Conveys ownership of the call and offers appropriate options for resolution to reduce call backs from the customer.
10. Demonstrates understanding of call work flows and uses the appropriate workflow to address the patient issues/concerns.
11. Utilizes established policies and procedures for scheduling, transferring and escalating calls.
12. Demonstrates complete understanding of all applications including CISCO phone, ECW and CHN Contact Center Webpage.
13. Appropriately documents all interactions and activities relevant to the call and uses appropriate Wrap-up code.
14. Reports all telephone system and computer problems immediately to the Contact Center Supervisor or Tech Support in absence of Contact Center Supervisor.
15. Maintains a professional customer service focus at all times.
16. Documents patient’s complaints and reports all incidents to the Contact Center Supervisor in a timely fashion.
17. Attends all training and in-service meetings
18. Compliance with Employee Health Services.
19. Facilitates related services for health center patients as appropriate with respect to their confidentiality and privacy.
20. Performs other related duties as assigned.

WHAT WE LOOK FOR:

• High School diploma or equivalent.
• Minimum two (2) year related healthcare experience.
• Bilingual Spanish is Preferred.