We are recruiting for a Call Center Representative to join Lacuna Health.
Summary: Responsible for accurately and efficiently answering calls received in the Contact Center while providing the highest level of customer service. The Representative will use the appropriate procedures, tools and equipment to answer inquiries and relay messages
Essential Functions:
Handle inbound calls in a manner that fall within the service level agreement (SLA) established for the department
Display the ability to understand the reason/needs for the patient or clinicians call and page or contact the appropriate physician to meet the caller's needs
Ability to utilize and maneuver several different software systems to resolve customer inquiries
Accurately document caller information and navigate scripts using active listening skills
Meet specified goals and objectives as assigned by management on a regular basis
Provide exceptional customer service to all clients
Maintain confidentiality of account information at all times
Escalate any problems that may arise
Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct
Maintain awareness of and actively participate in the Corporate Compliance Program
Assist with other projects as assigned by management
Knowledge/Skills/Abilities:
Positive attitude and ability to work well with others
Excellent communication skills
Professional, articulate voice
Ability to multi-task in several computer applications while holding a conversation with a customer
Enjoy working in a fast-paced environment while maintaining a professional attitude
Limited restrictions on availability, must be able to work weekends and holidays
Education - * High School Diploma or higher
Experience: * Six months of previous call center experience preferred * Basic healthcare knowledge preferred
Depending on candidate's qualifications, this position may be filled at a different level.
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