PSR I - Contact Center

Professional and Technical Knowledge

• Possesses basic to advanced level experience of written and verbal communication skills, computational and computer skills, and mathematical knowledge typically acquired through completion of a high school program.
• Two (2) years of customer service experience.

Responsibilities

• Schedule and register patients for services in various departments within the organization.
• Support Medical, Dental, Eye Care, Contact Center, or Patient Benefit teams in the efficient processing of patients and the successful application of fiscal procedures.
• Welcoming patients and promoting a positive work culture.
• Uphold clinic policies and procedures, including the WE CARE standards of behavior.
• Ensure confidentiality in regards to CBHA activities, reports, financials, patient health information, and other proprietary information specific to CBHA.
• Other duties as assigned.

Qualifications

• Requires strong verbal communication, customer service, interpersonal skills, and telephone etiquette.
• Cooperatively interacts with the health care team to support and contribute to the shared group goals.
• Able to work under minimal supervision and with a variety of departments for scheduling purposes.
• Requires critical thinking skills, analytical skills, and able to take appropriate action in a stressful environment.
• Able to react effectively and calmly in emergencies.
• Able to train staff members using variety of training tools.
• Ability to prepare basic correspondence and simple reports in Microsoft Word.
• Ability to use Microsoft Excel to create tables and simple displays of information.
• Possesses working knowledge of standard office equipment.

Skills

• Speaks, reads, writes, and translates both English and Spanish.
• Communicates complex concepts in a clear, effective manner for a general audience.
• Exercises tact and diplomacy in the resolution of mild conflicts or disagreements.
• Effectively communicates information in written (including electronic) correspondence.
• Effectively communicates information during informal and formal verbal presentations.

Benefits

• Health Insurance: Medical, Dental, Vision.
• Dental - CBHA In-House Credit: $1,300 annual maximum for services provided at CBHA dental clinic, $35 copay waived for preventative services.
• Vision - CBHA In-House Credit: One eye exam annually, $200 hardware credit for employee and dependents for prescription hardware, $35 copay waived for preventative services.
• Flexible Spending Account.
• Life Insurance: Life insurance policy, accidental death & dismemberment life insurance policy, long term disability insurance.
• Emergency Medical Transport Benefits: Network for emergency medical transport.
• 403(b) Retirement Plan: Safe Harbor Match of 100% up to 4% of the employee’s total salary, non-elective contribution of 4% employer contribution.
• Vacation (Personal Leave): Year 1 40 hours front loaded after six (6) months of employment, Year 2 accrue at the rate of .0442 per hour, Year 3 accrue at the rate of .5576 per hour.
• Holidays: Observed and paid holidays including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day, Martin Luther King Jr. Day, and President’s Day.
• Educational Reimbursement Program.
• Employee Assistant Program: EAP services available for solving concerns, confidential, covers employees, spouses, domestic partners, and children up to 26 years of age.
• Financial Wellness Classes: Quarterly and one-on-one financial sessions with a Financial Advisor.
• Contribution to Student Loan/529 College Savings Plans.
• On-site fitness center, free coffee on designated days, shuttle to remote sites, casual Fridays, company events, volunteerism program.