Contact Center Representative
5 days ago
Harbor Health looking for a personable Contact Center Representative to become a member of our team. Harbor Health is an entirely new multi-specialty clinic group in Austin, TX utilizing a modern approach to co-create health with those who get, give, and pay for it, allowing everyone to fully flourish. Join us as we build a fully integrated system that connects care to a better payment model that truly puts the human being at the center.
The Contact Center Representative will be the first point of contact between the client and Harbor Health. The Contact Center Representative will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Contact Center in a friendly, positive, and effective manner. Duties include following communication scripts, scheduling appointments, verifying client insurance, pre-registering clients for their appointments, properly advising clients of service estimates and performing other tasks that allow clients to visit their health center seamlessly.
Available shifts include 8a-4:30p Mon-Fri
Our Contact Center Representatives will be responsible for:
Demonstrating proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channelsMaintaining a positive, welcoming attitude in all client interactionsOffering prompt assistance to clients for a variety of services, including:Registering new clients into the EHR systemBooking, canceling, and rescheduling appointmentsInputting and updating insurance informationRelaying client communications to providerProviding clients with pre-visit instructions as neededAssisting clients with identifying a provider and appointment that is appropriate for their careUsing EHR systems effectively to guide the client's careScreening clients for financial support using real-time eligibility (RTE), while escalating more complex questionsContacting clients to notify when visits are canceled or rescheduledPrioritizing the client first in all interactions, including adhering to all HIPAA guidelines and regulationsProviding training, support, and mentoring to colleaguesWorking with supervisors to achieve the established performance metric standardsUsing the phone system to track activitiesParticipating in ongoing training and quality assurance exercisesAdhering to all established workflows, scripting, and department greetingsMeeting performance goals for client experience, quality, productivity, and all performance metricsParticipating in special projects and performing other duties as assignedSuccessful Contact Center Representatives will have:
High school diploma or GEDStrong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multitask, set priorities, and manage time effectivelyAbility to work a flexible work scheduleEnglish language proficiency1 year of experience in contact centers, pre-access, patient access, and/or physician practice officeAdditional Skills & Experiences Preferred include:
Bilingual (Spanish) proficiencyAssociates degreeFamiliarity with call center systems and practicesAbility to understand and navigate EMR platformsPhysical Requirements of the role include:
Ability to sit (or stand if preferred) for long periods of timeFrequent keyboarding and ability to view a computer for a long period of timeIf you are passionate about health care and you want to create something new together, please apply to be a part of our team
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