Bilingual Customer Service Representative
2 weeks ago
Job Type: Full-Time/Part-Time
Hours: 7:25 AM- 6:00 PM EST
Salary: $15.50
Benefits: Available after 60 days for full-time employees
About Answernet Inc:
Answernet Inc is a leading provider of contact management solutions, operating over 31 contact centers in the continental United States and Canada. We serve a vast range of clients, processing over 125 million interactions per year.
Job Summary:
We are seeking a highly skilled and compassionate Bilingual Spanish/English Call Center Agent to join our team. As an in-office Customer Service Agent, you will take calls from patients and assist in scheduling, and rescheduling Telehealth Consultations and or in-office visits. Our ideal candidate is patient, professional, and passionately communicative, with excellent communication skills, especially in listening.
Key Responsibilities:
- Assist in scheduling or rescheduling of in-office or Telehealth consultations with providers
- Document all call activity accurately in the NextGen scheduling systems with complete and thorough notes
- Identify the needs of the patient, clarify information, and provide accurate answers to the patient's issues or concerns
- Attend team daily in-office meetings as scheduled via Zoom
- Attend customer training sessions in the office
- Log into the UKG payroll system, Contact Center tools, and websites as required
Requirements:
- Must possess excellent communication skills, especially in listening
- Have a high level of compassion for callers/patients and a desire to de-escalate distressed callers
- Must have good interpersonal skills to enable an easy conversation flow with customers at all times
- Have the skill to use keywords to show empathy and compassion for the patients
- Must learn and maintain knowledge of customer relationships or customer service practices
- Flexibility in role/job function changes and shifts to meet customer requests and demands
- Skilled at typing (intermediate level) and data capture and entry using proper grammar and correct spelling
- Must be able to multitask and manage time properly and effectively
- Must be able to adapt to different situations and individuals
- Ability to prioritize in the face of multiple tasks or assignments
- Being willing to work in the office is a must
- Ability to work as a team member with solid communication skills using group Chat and video conferencing technology
- Ability to take directions from leadership using Video Conference (Zoom) and a group Chat solution such as Matter Most
- Skilled at using group Chat and Video conferences to communicate with leadership for issue escalation
- Be willing to attend training and learn processes and procedures using video conference technology (Zoom) in person
- Willing and able to work 4–8-hour shifts using a computer with a keyboard, two PC monitors, and a headset with a microphone to verbally communicate with patients
- Be dedicated to working the schedule provided with minimal absences
- Must be acceptable to have calls monitored and/or recorded and understand that agent activity is closely monitored using call center technology to track productivity
Experience/Education:
- Must be 18 years or older
- A minimum of high school diploma or GED
- English is a primary language and bilingual Spanish
- At least 1 year of work experience in a call center/customer service, medical scheduling environment is preferred
- Background checks up to 7 years past are mandated
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