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Call Center Agent

4 months ago

Stamford, United States Optimus Health Care, Inc. Full time
Job DescriptionJob Description

Optimus Health Care is a Federally Qualified Health Care Center with sites operating in Bridgeport, Stamford and Stratford, CT. We are the largest provider of primary health care services in Fairfield County, proudly serving all patients regardless of their ability to pay.

Join our team-based model of care delivered in a kind and compassionate manner.

We are currently recruiting for a Full Time Call Center Agent at our location in Stamford, CT

Must be bilingual in Spanish, Portuguese and/or Haitian-French Creole

The Call Center Agent facilitates and maintains the flow and volume of telephone calls that Optimus receives on a daily basis. Provide friendly and prompt customer service with a professional attitude to ensure patient satisfaction. Assist with patient care by dispersing calls to the appropriate staff or parties. Telephone Operators are responsible for facilitating a smooth communication throughout the company by working closely with Front Office and Clinical staff. The Call Center agent must demonstrate the ability to multi-task and handle a multi-line phone system.

ESSENTIAL FUNCTIONS & RESPONSBILITIES

Responsible for answering the volume of telephone calls on a daily basis. Ensure that telephones are answered with courtesy and professionalism at all times.

  1. Provide professionalism and telephone etiquette to all customers.
  2. Ensure that telephones are answered within three rings, utilizing proper phone etiquette.
  3. Ensure to follow site guidelines when making appointments.
  4. When placing a phone call on hold return to caller within 30-60 seconds.
  5. Review patient account to ensure patients are due for Physical or Vaccinations.
  6. Provide general physician paging services as required.
  7. Ensure that tasks for providers and clinical staff on patient and pharmacy requests are accurate.
  8. Assist with patient recall and call back lists when necessary.
  9. Review EPIC appointment schedules.
  10. Schedule appointments for patients when necessary and follow the PCMH methodology.
  11. Remind patients of payments that are due at time of service.
  12. Ensure that all call center specific tasks and phone messages are all completed accurately by the end of the day.
  13. Schedule and Reschedule patients when necessary.
  14. Assists in reporting telephone equipment or service complaints and problems
  15. Maintain log of emergency calls, such as complaints, bomb threats and security calls.
  16. Meet with Call Center Coordinator regarding daily guidelines.
  17. Perform other duties as required assigned by Call Center Coordinator.



JOB QUALIFICATIONS/REQUIREMENTS

EDUCATION: High School Diploma or equivalent.

EXPERIENCE: Three years’ experience with multi-line phone system, preferred.

LANGUAGE SKILLS: Bi-lingual – Spanish, Portuguese, Haitian/French Creole

REASONING ABILITY: Critical thinking, analytical and problem-solving skills

To be part of our organization, every employee should understand and share in Optimus’ Vision, support our Mission, and live our Values. These values-outstanding, patient-centered, trustworthy, integrity, multicultural, understanding, and supportive -help guide what we do, as individuals and professionals, every day.

  • OHC provides a fun, fast-paced working environment, where our commitment to quality is present in every job function.
  • Excellent health & welfare benefit
  • Competitive Compensation
  • Optimus and its caring and multi-lingual staff proudly serve hundreds of thousands of our neighbors, in a caring patient-centered environment.


We are proud to be an Equal Opportunity Employer