What are the responsibilities and job description for the Call Center Operator position at Professional Management Enterprises?
Description
Call Center Operator
WellTrans Indianapolis, IN
Description
Schedule: Mondays- Friday from 8:00 am - 4:30 pm, or 10:00 am - 6:30 pm
Compensation: $15.00/hour
Work Environment: In-Office, no remote work.
Role Summary
The Operator is responsible for managing inbound calls in the queue, ensuring all interactions comply with HIPAA regulations, and following the designated call-handling process based on call type. This role supports efficient call flow and provides timely responses to members and providers.
Key Responsibilities
- Confirm each caller’s identity using approved verification steps before discussing any information. Non-Urgent Requests (More than 48 hours in advance): Record the details and schedule a follow-up.
- Answer and direct incoming calls in a timely and professional manner.
Help ensure calls are routed to the correct department or representative to maintain smooth daily operations. - Urgent or Same-Day Requests: Transfer the caller immediately to the appropriate support line.
- “Where’s My Ride” Inquiries: Direct the caller to the correct team for real-time ride updates.
- Recurring or Standing Appointments:
- Routing Questions: Forward to the routing department for assistance.
Documentation & Compliance
- Accurately record all call details and outcomes in the system.
- Maintain confidentiality and follow all privacy and compliance standards at all times.
About WellTrans
WellTrans is a mission-driven organization committed to providing safe, reliable, and compassionate transportation coordination for members in need. Our team plays a vital role in ensuring members receive timely access to care.
Candidates must be able to pass a background check and drug screening and have reliable high-speed internet service.
Requirements
Must be able to follow remote work requirements such as be on camera for your full shift and work in a private and HIPAA compliant space free of others.
- Strong communication and active listening skills.
- Ability to follow structured workflows and policies with precision.
- Reliable, high-speed internet connection.
- Previous call center or healthcare-related experience preferred but not required.
Salary : $15