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Bilingual Customer Service Agent: Triage Center

4 months ago

Manchester, United States Community Health Resources Full time
With a career at CHR, you can look forward to a respectful workplace, an inclusive culture, and most importantly, a family. A career can mean different things at different workplaces. Apply now to see what it means to us and what it’s like to work somewhere your voice is heard, your wellness is a priority, and your success matters.

JOB TITLE: Bilingual Customer Service Agent

EMPLOYMENT TYPE: Full-Time; 40 hours/week

SCHEDULED HOURS: Monday-Friday 8:30AM-5:00PM; some late nights required 11:30am-8:00pm

PROGRAM/LOCATION: Triage Center, Manchester, CT

PC#: 2407

ABOUT THE PROGRAM: Triage Center

Responds to statewide requests for CHR services. Provides screening & triage to multiple levels of care. Refers individuals and/or families to the appropriate level of care in or out of our service system. Crisis triage to 911/emergency services and/or MCRT & EMPS (via 211) as needed. Triage Center is staffed by a team of call center agents, care coordinators, and a manager.

ABOUT THE POSITION:Bilingual Customer Service Agent

Duties and Responsibilities

  • Consistently provide genuine, friendly, personable and professional service.
  • Responsible for appointment scheduling and intake service coordination.
  • Schedules clients with providers to help them access treatment in a timely fashion.
  • Establish rapport and working relationships with clients and clinical staff in order to enhance the overall engagement experience for clients.
  • Handle a high call volume in a fast-paced contact center environment.
  • Provide education to clients about available CHR resources to assist them in accessing treatment, i.e., transportation alternatives and schedules of providers.
  • Coordinate, network and schedule hospital, urgent care, and appropriate internal/external programs within agency guidelines.
  • With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
  • Stays abreast of all agency and clinic policies regarding access, no shows and scheduling.
  • Maintains documentation in compliance with agency and program standards.
  • Ability to meet key performance metrics.
  • Proactively resolve escalated customer issues.
  • Assist clients with general questions and requests for information.
  • Provides excellent customer service to all clients and families.
  • Provides culturally & linguistically appropriate customer service to clients, client’s families and collaborative partners with available interpretation services.
  • Participates in staff meetings, supervision, trainings and other meetings as assigned.
  • May perform other assignments and duties as program and agency needs require.
QUALIFICATIONS:

Education: High School Diploma or equivalent required, Bachelor’s Degree preferred.

Experience: Minimum of 5 years of experience in a customer service oriented role required. Intermediate to advanced typing and technical aptitude required. 2-5 years of experience working in a call center environment preferred. Prior experience working in a medical office or in social services preferred.

WHY CHR:
  • Voted Top Workplace 10 years in a row
  • Generous paid time off, including your birthday
  • 403b Retirement Plan contributions
  • Competitive insurance premiums
    • Discounts on pet, auto, and home insurances as well
  • Education and licensure reimbursement
    • Public Service Loan Forgiveness
    • NHSC loan repayment program offered at select sites
    • Tuition Reimbursement/Professional Development program
  • Career development
    • Internal career fairs- meet directly with a recruiter and discuss your career goals
    • Plenty of growth opportunities (we have over 80 programs state-wide)
    • Free trainings, clinical supervision, and mentoring available at many programs
  • Robust wellness program
    • Annual wellness stipend
    • 3 free confidential counseling sessions available 24/7 to employees and household dependents through an employee assistance program
  • FREE premium subscription to the Calm app (meditations, music, sleep stories and more) for you and up to 5 family members
    • Virtual bring your pet to work lunches, free weekly yoga, employee appreciation events, and more
  • Ample opportunities to get involved and have your voice heard
    • Thought-provoking and interactive learning opportunities for all staff focused on increasing diversity, equity and inclusion (DE&I) throughout the agency
  • Employee-lead resource groups
  • Leadership luncheons with our CEO
  • Join any one of our agency committees
  • Stay informed with frequent updates
    • Weekly video messages directly from our CEO
    • Monthly newsletters
  • And much, much more…


*Many of the benefits listed above are available to all staff regardless of hours worked Please note that some of the listed benefits may be subject to eligibility.

COMPENSATION*:

$16.7107/hour minimum -$25.0661/hour maximum, dependent upon experience.

*Actual rates are determined at the time of offer and are based on relevant experience, as well as, adherence to our internal equity policy. Many of our positions offer program/location differentials and/or sign-on incentives. (Please note, for part-time positions this range would be pro-rated based on hours worked)

CHR is committed to fostering an inclusive culture that respects differences and honors the experience of our diverse staff. We encourage women, members of ethnic minorities, LGBTQ+ individuals, people with (dis)abilities, and veterans to apply.

Take the first step to a meaningful career and apply to CHR today