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Overview
The Call Center Specialist is the first point of contact for members of the community trying to reach agency staff. They are responsible for providing supportive, efficient, high-quality customer service. The Call Center Specialist will be part of a team of 6 handling calls for a small to medium sized call center. They follow established protocols to perform daily tasks such as scheduling appointments and assisting clients with information for multiple locations. They facilitate communication between clients, vendors and community members with staff.
Key Role Responsibilities
Perform the duties and responsibilities of the CSR (client service representative) position, including registration, scheduling, insurance verification, referrals, medical records, and enrollment, in order to ensure one-call resolution.
Collect necessary information for services; consent to treat, demographics, etc. to ensure accurate data for billing claims.
Respond promptly and appropriately to questions/concerns/complaints and attempt immediate resolution. Assess and identify caller needs in order to connect them with the appropriate services within the agency or through established external partners.
Record required client information accurately and promptly in the electronic health record.
Provide good customer service, marked by culturally-competent, client-centered, ethical, respectful, inclusive and professional access for clients, visitors, partners and the broader community.
Collaborate with team members to improve workflows, maintain/update standard operating procedures and to improve client satisfaction.
Take personal responsibility for their professional appearance and their workspace, ensuring that both represent the agency in a positive manner.
Contribute to department goals and objectives. Adhere to department policies, procedures, quality standards and safety standards. Comply with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.
Key Agency Responsibilities
In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:
Models and reinforces the Health Care for the Homeless core values of dignity, authenticity, hope, justice, passion and balance
Actively participates in performance improvement activities and actively participates in advocacy activities that support the agency mission
Performs other duties on an as-needed basis
Protects clients’ confidentiality by maintaining compliance with HIPAA and other health care related IT security regulations
Knowledge, Experience and Skills
Formal Education and Training
High school diploma or GED is required
Experience
One year of experience in customer service required
Experience working with people who are experiencing homelessness or from low-income backgrounds
Experience working with computers and databases, preferably medical or insurance systems
Bilingual (Spanish) highly preferred (premium paid associated)
De-escalation training preferred
Skills
Excellent customer service, with ability to clearly communicate verbally and in writing
Must be able to maintain confidentiality in all circumstances
Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor
High level of motivation, initiative and responsibility
Able to work with interdisciplinary teams
Able to cope with interruptions, be flexible and be a team player
Health Care forthe Homeless is an equal opportunity employer and is committed to racial equityand inclusion. We make a particular effort to recruit and promote Black,Indigenous and People of Color (BIPOC) for open positions. BIPOC, LGBTQIA individuals, people with disabilities, and people with other marginalizedidentities are encouraged to apply.
Thisis an essential onsite position primarily based at an agency location.
Full Time
Nonprofit Health Care & Related
$36k-46k (estimate)
01/15/2024
04/04/2024
www.hchmd.org
Baltimore, Maryland
100 - 200
Frances Hayes
$10M - $50M
Nonprofit Health Care & Related
The job skills required for Call Center Specialist include Customer Service, Call Center, Scheduling, Confidentiality, etc. Having related job skills and expertise will give you an advantage when applying to be a Call Center Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Call Center Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Call Center Specialist positions, which can be used as a reference in future career path planning. As a Call Center Specialist, it can be promoted into senior positions as a Contact Center Representative III - Inbound that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Call Center Specialist. You can explore the career advancement for a Call Center Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Call Center Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Specialist job description and responsibilities
Administer various call center tools, provide required training and document all customer problems.
01/13/2022: Philadelphia, PA
Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.
02/09/2022: Altus, OK
The most skilled call center agents have more than a way with words and access to relevant customer data.
01/23/2022: Worcester, MA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Specialist jobs
Provide knowledge management tools.
02/18/2022: Tuscaloosa, AL
Take lots of notes while on calls.
02/04/2022: Lafayette, LA
Don’t be afraid to put a customer on hold.
03/16/2022: Sioux City, IA
Take time with computer novices and the elderly.
03/06/2022: Provo, UT
Continue learning hard skills on the job.
01/22/2022: Somerset, NJ
Step 3: View the best colleges and universities for Call Center Specialist.