Job Description

CUSTOMER SERVICE REPRESENTATIVE

DEPARTMENT:  Nexus

REPORTS TO:  UM Director

STATUS: Full-Time

FLSA: Non-Exempt  

ORGANIZATION INFORMATION

WellSpace Nexus believes that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. We see you and are here for you. To that end, we have committed ourselves to finding solutions for our community’s health and wellbeing to achieve regional health through high quality comprehensive care.

Our focus has always been to offer a full range of quality medical care, dental care, mental health and behavioral health services, and enabling services to underserved people.  We do this by placing ourselves within the communities we serve and employing outstanding healthcare professionals who are devoted to our mission.

We are a Federally Qualified Health Center (FQHC) and are accredited by the Joint Commission for Ambulatory Care and Behavioral Health. We are also certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home.

POSITION SUMMARY

As a Customer Service Representative, you will act as a trusted advisor and educator on health care related inquires. You will guide our members to a better healthcare experience, working every day to make healthcare easy by the service you provide.

REQUIRED QUALIFICATIONS

• High School diploma or equivalent required.
• Minimum 1-year customer service experience required.
• Excellent verbal and written communication skills.
• Proficient computer skills.
• Experience working with organizational functions and personnel.
• Experience working with computer software, customer relationship management tools and telephone technology.
• Experience working with and skilled in the use of help desk software.
• Business and analytical problem-solving skills.
• Demonstrated customer service skills.
• Ability to work independently.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.

ESSENTIAL RESPONSIBILITIES

• Responds to general to moderately complex telephone calls; troubleshoots and responds to member’s issues.
• Answers telephone calls using an automated system and responds to general to moderately complex questions and/or forwards calls to appropriate personnel.
• Researches member or provider calls/inquiries and responds to appropriate parties.
• Records calls in the portal ticketing module, resolves customer requests/inquiries and updates ticket.
• Interfaces with team personnel, management, and members in reference to customer service issues.
• Conducts outbound calls to members in response to member’s direction or other business needs.
• Responds to numerous phone inquiries daily.
• Uses standard call-center technology: telephones, e-mail and web browsers. 
• Adhere to provided schedule.
• Connects callers with leadership as needed.
• Maintains up-to-date knowledge of regulations and policies as they apply to the various programs we service.
• Reports problems through an easy online system.
• Responds to telephone inquiries within set time parameters.
• Completes all assigned training as necessary.

BENEFITS

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The work environment is characteristic of a medical clinic environment.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or feel.  The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.   The employee must also possess hearing and speech to communicate in person and over the phone.  The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care.  The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Nexus is committed to the principals of equal employment.  We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.  It is the intent of WellSpace Nexus to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws.  WellSpace Nexus is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                                                                  WELLSPACE NEXUS IS AN EQUAL OPPORTUNITY EMPLOYER

Company Description

WellSpace Health has provided care and support to individuals and families throughout the Sacramento region since 1953. Our focus has always been to offer a full range of quality medical care, dental care for children and adolescents, mental health and behavioral health services to underserved populations. We do this by placing ourselves within the communities we serve and employing outstanding healthcare professionals who are devoted to our mission. WellSpace Health is a statewide leader in designing and delivering integrated care that treats the whole person, body and mind. Our people-first approach to comprehensive healthcare means that patients are embraced by a “blanket of care” delivered with competence and compassion.