Job Description

Job Responsibilities:

• Answer all inbound calls with professionalism and customer service framework communication.
• Following 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 (outbound calls)
• Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery.
• Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors.
• Document and complete Call Center Form for data call log. 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 to HIPAA regulations.
• Assist with intake calls for case management as needed for coverage and staff call outs.
• Provide support to the clinical team and chart maintenance as needed.
• Perform other duties and tasks as assigned by Senior Clerical Team
• Perform other related duties and tasks as assigned by the Call Center Supervisor.

Qualifications

• High school diploma or equivalent required.
• Strong verbal communication and active listening skills.
• Friendly, professional, and customer-focused attitude.
• Ability to communicate clearly and confidently.
• Strong problem-solving abilities.
• Excellent organizational and multitasking skills.
• Comfortable handling multiple customer interactions.
• Positive attitude and eagerness to learn.
• Reliable, adaptable, and self-motivated.
• Ability to work effectively independently and as part of a team.
• Previous call center, customer service, sales, retail, or hospitality experience is a plus but not required.

Additional Information

• Competitive Salary: $53,000 – $59,000 per year.
• Full-time employment with a professional and collaborative team.
• Career growth and advancement opportunities.
• Professional development and ongoing learning opportunities.
• Opportunities to strengthen marketing, communication, project coordination, and strategic planning skills.
• Exposure to a variety of marketing initiatives and business projects.
• Supportive environment that encourages creativity and new ideas.
• Opportunities to take on additional responsibilities as you grow within the organization.