Call Center Specialist

5 days ago

Baltimore, United States Health Care For the Homeless Inc Full time
Job DescriptionJob Description

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 for the Homeless is an equal opportunity employer and is committed to racial equity and 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 marginalized identities are encouraged to apply.

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