Call Center Representataive

Position: Call Center Representative

Department: Operations

Reports To: Call Center Manager

FLSA Status: Non-Exempt

Pay Range: Hourly – Min: $15.00 – Max: $18.32 (based on qualifications and experience)

Benefits:

• Health, Dental, Vision Insurance, HRA, FSA, DCA, Retirement Plan
• MASA – Employer paid Air Ambulance Coverage
• Paid Leave: Vacation – 10 days accrued/year, Sick – 12 days accrued/year, Holidays – 8 days/year
• Retirement Employer match after one year of employment
• Employer paid Basic Life, LTD, STD
• Local Gym Discounts
• Free Employee Assistance Program
• Wellness Program with opportunity to earn 8 hours off during the fiscal year
• Cell phone discounts (limited to Verizon Wireless)
• Volunteer paid time off (up to 8 hours per fiscal year)

General Purpose: To provide the highest level customer service so that callers have a positive experience when calling Valley Wide Health Systems, Inc. Ensure incoming calls are handled professionally, courteously and efficiently making sure callers’ needs are met. Foster a culture of patient and family centered care, service, quality and safety excellence, while improving patient experience, employee experience and community relations.

Primary Duties & Responsibilities:

Call Center Representative Level 1

• Answer all phone calls in a professional and courteous manner and provide exceptional customer service to all callers.
• Direct calls to clinic Pod Support based on acuity and patient need.
• Respond to customers/patients questions and provide information as appropriate.
• Schedule, cancel, confirm or reschedule appointments according to scheduling guidelines.
• Take and deliver accurate messages.
• Appropriately document patient requests for prescription refills and task appropriately.
• Task items appropriately and timely.
• Verify and update patient demographics with each patient related call as needed.
• Maintain cultural sensitivity when dealing with customers and coworkers.

Job Qualifications

Knowledge skill and ability:

Excellent communication skills

Intermediate Computer Skills, Microsoft Outlook, keyboarding skills, multi-line phone system and general office equipment

Experience: 2 years prior experience working in customer service

Qualities and Characteristics:

Displays enthusiasm toward the work and the mission of the organization

Demonstrates accuracy and high attention to detail

Strong sense of empathy and professionalism

Ability to maintain composure under high pressure and adapt to a fast passed diverse environment

Working Conditions and Physical Environment:

Work is performed in an office environment

Applications must be submitted by: Applications will be accepted until position is filled.

Valley-Wide Health Systems, Inc. is an Equal Opportunity Employer:

We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.

Employee Rights Under the Family and Medical Leave Act (FMLA)