CALL CENTER REPRESENTATIVE I

The Call Center Representative I will be responsible for assisting the team in answering and routing a high volume of calls a day to appropriate recipients. Additionally, they are responsible for assisting patients in scheduling appointments, screening, referring eligible patients to NEMS’ participating programs, and answering patients’ inquiries.

Essential Job Functions:

• Answers and routes incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to NEMS’ telephone etiquette standards
• Manages large amounts of inbound and outbound calls in a timely manner
• Follows communication “scripts” when handling different topics
• Identifies patients’ needs, clarifies information as necessary, researches every issue, and provides solutions or alternatives
• Builds sustainable relationships and engages customers by going the extra mile
• Meets personal/team qualitative and quantitative targets
• Schedules appointments for patients for all NEMS clinics and various specialties and departments
• Conducts updates of demographic data for current and new patients
• Verifies/updates patient insurance and knows corresponding clinic insurance acceptance
• Submits PCP change request through EHR
• Informs and refers patients to NEMS services and programs
• Assists in outreach projects
• Enters new customer information into the system
• Follows-up on customer calls when necessary
• Checks and executes patient portal messages daily
• Occasional travel to other sites as needed
• Performs other job duties as required by manager/supervisor

Qualifications:

• Completion of a high school certificate or equivalent required
• Ability to work in a fast-paced environment, be able to multi-task
• Must have basic computer knowledge i.e. Microsoft Office Suite
• Must be able to work variable hours and Saturdays in rotation
• Must be detail oriented
• Prior customer service experience preferred
• Prior experience in a healthcare setting preferred
• Ability to relate to patients in a professional and courteous manner, maintain a positive environment while working with coworkers and/or patients within a diverse culture
• Provides great customer service to ensure that we are living up to NEMS vision and mission statement

Language:

• Must be able to fluently speak, read and write English
• Fluent in Chinese (Cantonese and/or Mandarin), Vietnamese, Spanish and other languages may be required depending on location
• Fluency in other languages is an asset

Status:

• This is an FLSA Non-exempt position.
• This is not an OSHA high-risk position.