Job Description

PRIMARY FUNCTION: Ensures accuracy of information and quality of delivery to our patients by training new and existing employees and providing continuous support. 
REPORTS TO: Reports to Patient Contact Center Manager
SUPERVISORY RESPONSIBILTIES: None
ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)

1.    Reports individuals’ progress and identifies additional training needs. Trains PCC representatives on systems, policies, and procedures and assists with new hire training in accordance to the contact center training guideline.

2.    Performs call monitoring to measure skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call. Takes inbound customer calls as needed.

3.    Escalates issues such as assisting phone agents with difficult calls or providing management with suggestions, statistics, and general data to support process improvement recommendations or as needed. 

4.    Assists with monitoring employee attendance, agent performance, and submitting time cards to payroll.

5.    Provides feedback and coaches representatives in a manner that is professional and timely.

6.    Uses knowledge to provide assistance and answer questions to address customer inquiries.

*Non patient-facing

PERFORMANCE REQUIREMENTS:

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.

TYPICAL WORKING CONDITIONS: 
*     Indoor Work
*     Operating Computer
*     Reach Outward
*     Manual Dexterity
*     Lift/Carry 10 lbs. or less
*     Sitting
*     Walking

Other Physical Requirements
*     Vision
*     Sense of Sound
*     Sense of Touch

EDUCATION: High Scholl Diploma/GED or equivalent required. Associate’s degree preferred.

LICENSURE/CERTIFICATION: None

EXPERIENCE: Minimum 1 year in call center and customer service experience required. Previous experience in healthcare setting preferred.

KNOWLEDGE, SKILLS & ABILITIES: 
*     Experience with coaching and mentoring employees 
*     Knowledge of XPM/EHR and Contact Recorder desired. 
*     Familiar with automated call distribution, IVR, and skill-based routing systems 
*     Must have strong verbal, written, and interpersonal communication skills 
*     Demonstrates ability to work well in a team environment. 
*     Strong multi-tasking skills. 
*     Attention to detail, accuracy and timeliness are critical.
*      General PC knowledge including Microsoft Office, Internet and Email.
 

Application Instructions

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