Call Center Representative

1 month ago

Bellefonte, United States Abound Health Full time

The Call Center Representative is responsible for upholding Abound Health PA, LLC's mission, vision and values by providing support, services, education and compassion to supervisors, caregivers, clients, families and LRP receiving Pennsylvania Waiver or Base Funded Services through their role and responsibilities in the Scheduling Department. The purpose of the Call Center is to support staff and clients by receiving, evaluating, and completing all necessary changes to schedules in OnTarget.

  • Provide a positive and friendly experience for client, families, and caregivers
  • Field incoming calls, text messages, and emails from client families, and caregivers
  • Respond to all inquiries in a timely manner
  • Ensure all scheduling requests are acknowledged, completed, and confirmed
  • Follow call center best practices during interactions with client families, and caregivers
  • Develop and master an understanding of client/caregiver scheduling procedures including reviewing authorizations, client records, caregiver records, and services
  • Work interdepartmentally to problem solve and provide resolution
  • Keep call logs, history, and records maintained to ensure our database has comprehensive data for analysis
  • Review schedule data and make corrections as needed
  • Proactively work to fill open shifts
  • Perform feedback and follow up interactions with Clinical staff
GENERAL RESPONSIBILITIES
  • Provide privacy and confidentiality of all electronic records and documentation.
  • Assure clients are free from abuse, mistreatment, and/or neglect and report any incidents of such to supervisor.
  • Treat each client with dignity and respect.
  • Develop and demonstrate a thorough understanding of Abound Health PA's philosophy and purpose.
  • Provide a positive atmosphere which facilitates growth and learning of coping skills.
  • Perform duties as requested by Supervisor
SKILLS/EXPERIENCE/QUALIFICATIONS

The ideal candidate must be a highly driven, organized individual with a strong work ethic and core value system. Given that Abound Health PA is an organization that is experiencing rapid growth, the company looks with every recruit for the individual to have the capabilities and the aspirations to grow and develop in their role and beyond. The ideal candidate should possess fundamental skills and experience including:
  • Attention to accuracy and detail in all aspects of responsibilities.
  • Must be flexible and open to changing priorities and high demanding tasks.
  • Be hands-on, proactive, results oriented, and engaged to fulfill all requirements as outlined in the above section.
  • Excellent interpersonal and communication skills (oral and written); professional and presents well when interacting with Clients, Family Members, Abound Health PA Team Members, other stakeholders as well as community members.
  • Ability to grasp mission, vision and values of Abound Health PA.
  • Ability to multi-task and cope effectively with stress
  • Ability to envision and grasp both the "big picture" and details
  • Ability to work in teams
  • Thorough understanding of ISP Implementation, Task Analysis, and Goal writing
  • Understanding of requirements of third-party billing and Medicaid billing
  • Maintain Therapeutic working relationship with Service Recipients, Family Members, Team Members
Requirements
  • At least 18 years of age
  • High School Diploma
  • Associate's degree, preferred
  • One or more years' experience working in a customer service capacity
  • Experience in behavioral health, preferred but not required
  • Experience in call center environment, preferred but not required
  • Working knowledge of OnTarget or other EHR system, preferred but not required
  • Working Knowledge of Zen Desk or other CRM Software, preferred but not required
  • No substantiated findings of abuse and/or neglect
  • Criminal, PA State Police, FBI (if required), SAM, MEDI Check, Sex Offender, LEIE, PA Child Abuse History (if required), Driving Record checks clear of health and safety risks.
  • Excellent communications skills, written and verbal
  • Must be independently motivated and able to work without detailed direction
  • Decision-making, problem-solving, and analytical skills
  • Organizational, multi-tasking, and prioritizing skills
  • Strong computer skills; proficient in Microsoft Office Suite
  • Reliable high-speed internet connection

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

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