Call Center Specialist

4 weeks ago

Lancaster, United States Community Services Group, Inc. Full time

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

Summary:
A Call Center Specialist is responsible for providing a positive first impression and interaction with all customers using Community Services Group’s (CSG’s) centralized telephone system. They manage all company-wide calls that are not filtered by the automated attendant and provide informed assistance and direction to all internal and external customers. A Call Center Specialist will learn and be cognizant of the principles and values of each Center of Excellence in order to fulfill the duties of the role and in understanding the reason for CSG’s existence. This position will assure the highest level of quality services to the individuals in our care. The Call Center Specialist reports directly to the Assistant Manager.

Wage Information:
**Job Description**:

- Accepts new customer referrals and engages customers by telephone.
- Begins the initial screening process and schedules appointments for intake assessments.
- Ensures all information is entered into the Electronic Health Record (EHR).
- Optimizes customer satisfaction and provider time with the scheduling of appointments in an accurate and timely fashion.
- Completes initial verification of payment resources, insurances and relevant customer demographics.
- Reviews all information, ensures accuracy and forwards to the program.
- Handles customer inquiries/complaints/concerns by exercising active listening, good judgment, problem-solving and conflict resolution skills - such as clarifying information, researching and exploring alternative solutions, implementing solutions and escalating unresolved issues to the appropriate designated personnel.
- Serves as a resource to programs and community and provides knowledge to all internal and external customers.
- Coordinates with internal customers to expedite resolutions and process improvement on behalf of customers.
- Revises process documentation when changes are made. Participates in updates to the appropriate electronic agent tools and resources.
- Enhances CSG’s reputation by focusing on collaborative, proactive and solution oriented interactions with all parties and will monitor through formal and informal feedback.
- Adheres to established call center standards, decorum, and deadlines to ensure customer service and team expectations are met.
- Protects clients’ rights by maintaining confidentiality of personal information.
- Knowledge of insurance, medical terminology, managed care industry, and benefits.
- Ability to maintain and build friendly rapport with internal and external associates at all levels of the organization.
- Knowledge and understanding of service needs for individuals with mental illness and intellectual disabilities.
- Ability to make specific changes in system or personal work methods to improve performance, while routinely seeking constructive and critical feedback, and appreciating the need to learn and grow.
- Ability to understand a situation, issue, or problem, set priorities on a rational basis, analyze relationships among several parts of the problem or situation and use analytical techniques to identify potential solutions.
- Ability to work cooperatively with others as part of a team. Support team decisions, do your own share of the work, keep team members informed of happenings, share relevant information, express positive attitude and expectation of others, value others input, and display willingness to learn from others.
- Have an underlying curiosity and desire to know more, seeking information and delving deeper than the surface. Pressing for exact information, resolving discrepancies by asking probing questions to get at the root of a situation, problem, or opportunity. Uses others to get perspective, background, and experience.
- Ability to understand and learn the formal and informal decision-making structures in the organization. Adapt actions to organizational climate and culture by recognizing norms and values and using the language and formats or the organization.

Qualifications:
This position requires one of the following combinations of education and experience:
Bachelor’s degree in a Human Services field and 1 year experience in office environment or an equivalent combination of education and experience or an associate’s Degree in Human Services or 2 years of advanced training and 3 years’ experience in office environment or an equivalent combination of education and experience. Bilingual is preferred.

CSG Offers Superior Perks & Benefits:
- Medical, Dental, Prescription, & Vision Insurance available for employees, spouses, domestic partners, & children who qualify.- Generous Paid Time Off & Other Paid Leave- Extensive Paid Training- Career Development Opportunities- Family Medical and Parental Leave- Flexible spending accounts for medical & dependent care- Traditional or Rot

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