Medical Contact Center Agent

• Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally;
• Obtain and enter accurate demographic information into the clients Health System application;
• Accurately schedule and register patients for appointments utilizing the clients Health System software;
• Accurately communicate appointment date, time, location and the provider’s name to the patient;
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
• Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings and other campaigns;
• Follow the appropriate escalate protocols for Triage (red flag) calls;
• Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number;
• Maintain up-to-date knowledge of the clients’ Health System policies and procedures as they apply;
• Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure;
• Performs other duties as assigned by Leadership.

• High School diploma or equivalent required;
• Customer Contact Center experience required;
• Bilingual in English/Spanish required;
• Health Care experience a plus;
• Ability to handle a call center environment. Work efficiently, accurately and be able to multi-task;
• Ability to exercise good judgment to handle calls appropriately;
• Must be able to navigate through multiple databases that are utilized though Health’s software application;
• Must be able to type a minimum of 30 words per minute with 95% or greater accuracy;
• Must have excellent interpersonal and communication skills both written and orally;
• Proven ability to work as a member of a team is required;
• Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations;
• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

• The position is onsite with remote work a possibility after three months and based on the ability to work independently and successfully meet the required duties and key performance indicators;
• Team members must have a smart phone to download and use an authentication application to gain access to the client data platform;
• Team members must be aware and prepared that training will consist of 2 to 4 weeks of in-house and virtual training;
• All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions;
• All full-time team members will be scheduled 38.5 hours per week.

Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

• 10 days paid vacation
• 12 paid holidays
• 6 sick days accrued over the year
• Insurance Eligibility the 1st of the month after 30 days of employment
  • Medical, dental, and vision insurance offered
• Short/long term disability
• Life insurance 2x salary
• Employee recognition events
• Company matched 401(k) plan
• Reasonably priced delicious food options on site (except at Glenview location)