CALL CENTER SPECIALIST

About Us:

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

Job Overview:

The Call Center Specialist is the point of initial contact for our organization and will be answering incoming calls and routing them to the correct department or staff member.  The specifics of the role include (but are not limited to) answering the phone, managing patient queries, directing them to the appropriate person or department where necessary, all of which are approached with the requisite phone etiquette. This is a key role in the patient experience and is the patient's first impression at multiple locations within SEARHC. 

$19.85 -  $24.67/hr DOE.

Responsibilities:

Key Essential Functions and Accountabilities of the Job

• Knows, understands, incorporates, and demonstrates the Mission, Core Values, and Vision in    behaviors, practices, policies, and decisions.
• Maintains collaborative, team relationships with peers and colleagues to contribute to the working group’s achievement of goals effectively, and to help foster a positive work environment.
• Protects confidentiality/privacy in verbal, written, and electronic forms of communication or information sharing.
• Evaluate problems and complaints of the callers and provide proper solutions
• Raises concerns in an appropriate manner and according to policy
• Refers or transfers all customers or patients to the correct department or person
• Provides primary receptionist services for multiple locations within SEARHC including receiving and directing incoming calls and provide assistance /information to callers.
• Takes written messages that are clear and concise.
• Demonstrates exceptional phone etiquette.
• Completes assigned worklist or logs related to patients or customers.
• Schedule appointments for patients when needed.
• Other duties as assigned by their supervisor.

Qualifications:

Education, Certifications, and Licenses Required 

• High School Diploma or equivalent 

Experience Required 

• 1 year customer service experience required 
• 1-year medical office/call center experience preferred 

Knowledge, Skills, and Abilities 

Knowledge of:  

• Customer service 
• Computer and phone applications  

Skills in: 

• Excellent Interpersonal relationships 
• Communicates effectively in a clear, concise, and accurate manner  
• Working independently 

Ability to: 

• Prioritize work and multi-task in a fast-paced office setting with many interruptions  
• Self-start and willingness to learn   
• Read and comprehend simple instructions, short correspondence, and memos  
• Demonstrate excellent time-management, organizational, and customer service skills  
• Work flexible hours with limited unplanned absence  
• Meet the physical and mental demands to successfully perform the essential duties of this job with or without reasonable accommodation  

Computer Skills:   

• Proficient and accurate data entry