Call Center Specialist

About the role

Community Healthcare Network is seeking a Full-Time Call Center Specialist responsible for clear communication with callers to produce customer satisfaction. The role serves as a telephone liaison between customers and all CHN health centers to schedule appointments, verify insurance information, answer inquiries and questions, troubleshoot problems, and provide accurate and timely information.

Responsibilities

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

Requirements

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