Call Center Representative

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Requirements:

• Must be fully Bilingual in English and Spanish.
• Must have 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in medical or community mental health office.
• High School Diploma or equivalent is required.
• Must be proficient in MS Office (Outlook, Word, and Excel).
• Must have the ability to learn new software.
• Possesses the personality and demeanor to work with difficult clients.
• Must be detail-oriented and have the ability to multi-task.
• Must be a team player and thrive under pressure in an outpatient client environment.

Responsibilities:

• Answer all inbound calls with professionalism and customer service framework communication.
• Follow up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed.
• Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls.
• Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance.
• Identify and escalate emergency distress and/or client safety concerns calls.
• Document and complete Call Center Form for data call logs.
• Fulfill surveys/reports issued by Call Center Supervisor as needed.
• Complete Call Center task assignments provided by management team.
• Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals.
• Maintain confidentiality and always comply with HIPAA regulations.