Call Center Representative
4 months ago
Position Summary
The Call Center Representative uses their knowledge of health center services and policies to assist patients with scheduling appointments, complaints and/or problems and any other miscellaneous inquiries. They speak with patients/the public and listen to them to gain a better understanding of their needs and offer information and possible solutions. The Call Center Representative will handle a high volume of inbound calls and should always maintain a positive attitude with each caller. Most importantly, the Call Center Representative supports the mission and vision of the Zufall Health Center.
Essential Functions, Duties and Responsibilities
Consistently adheres to all departmental policies and procedures and maintains compliance with all rules and regulations as required by Zufall Health, HIPAA, NJ state Ambulatory regulations, Medicare and Medicaid, and any other legal requirements. Conducts all aspects of the job in a professional and ethical manner. Works as a team with little supervision and uses available resources for problem resolution as indicated by circumstance or need. Maintains high level of confidentiality. Works collaboratively with team members to assure the optimal outcomes of care and service. Utilizes departmental resources prudently and appropriately. Uses communication methods that create and foster a positive image of the organization, upholding the values of Zufall Health Center. Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues. Always keeps Manager/Supervisor informed of work-related issues. Performs any additional duties as determined by Manager/Supervisor.Specific Duties:
Interaction with Patients
Answers the telephone promptly when calls are presented. Efficiently manages large amounts of inbound calls. Greets callers in a pleasant and helpful manner. Assists patients with making appointments. Responds to inquiries from callers or via text messages and provides the best information available. Engages in active listening with callers, confirming or clarifying information and diffusing angry callers, as needed. Reminds patients of items needed to bring for their visit. Communicates with the medical staff regarding patient’s visits/concerns. Identify and escalate issues to Manager/Supervisor. Route calls to appropriate sources. Document all call information according to standard operating procedures. Follow-up customer voicemails where necessary. Keep their personal areas and their surrounding public areas neat and clean. Keep appearance neat and clean using business casual attire.Communication
Maintains patients’ confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual. Answers inquiries of patients via telephone or text messages regarding regulations and services; when necessary, refers inquiries to appropriate person or department. Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position.Call Center Representative I and II
Call Center Representatives are hired as Call Center Representative I. They remain at this level during their initial training and after 3 months of employment are required to take an exam which covers all the material that is necessary to perform the duties of a Call Center Representative. It includes but is not limited to customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance, and Zufall policies and procedures. Staff will have three opportunities to pass the exam. Upon passing the exam they will then be classified as a Call Center Representative II. If they do not pass on their first or second try, they will be given additional training. If they fail three times, employment will be terminated.
Knowledge, Skills and Abilities
Has knowledge of computer software programs such as Microsoft Office and Outlook; confident in navigating multiple screens simultaneously in the Windows operating system environment and call center software; ability and willingness to learn and gain proficiency in new software systems. Has excellent customer service skills. Be able to work with very little supervision. Be able to work closely in a team environment. Be able to adapt quickly to unanticipated changes in workflow or work process, or frequent changes in insurance rules and coverage changes. Be able to understand, carry out, and remember verbal and written instructions. Ability to work multiple projects simultaneously, meet deadlines, adjust to changing priorities, and at times work under pressure. Ability to work in a fast-paced environment. Ability to accurately read, analyze, interpret, and apply process and direction using general business concepts and methodologies. Excellent attention to detail. Bi-lingual: Spoken and written English and spoken Spanish required.Education, Training, and Experience
High school diploma required, college credit or additional education in medical field or insurance preferred. Have minimum of 1-year experience in customer service or in a call center. Experience in a clinical/ambulatory care setting preferred.-
Customer Service Representative
1 week ago
Dover, Delaware, United States Zufall Health Center Full timeJob SummaryThe Call Center Representative plays a vital role in providing exceptional customer service to patients and the public. This position requires a strong understanding of health center services and policies, as well as excellent communication and problem-solving skills.Key ResponsibilitiesAssist patients with scheduling appointments and addressing...
-
Customer Service Representative
3 weeks ago
Dover, Delaware, United States Zufall Health Center Full timeJob SummaryWe are seeking a highly skilled and customer-focused Call Center Representative to join our team at Zufall Health Center. As a key member of our call center team, you will be responsible for providing exceptional customer service to patients and the public, answering inquiries, and resolving issues in a professional and timely manner.Key...
-
Representative - Call Center Agent Full Time
6 months ago
Dover, United States Bally's Corporation Full timeDescription MAJOR FOCUS: To ensure all hotel room reservations for Bally Corp. are handled in a professional and courteous manor. ESSENTIAL FUNCTIONS: Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile. Ability to lead the call without impacting actually listening to the...
-
Customer Service Representative
3 weeks ago
Dover, Delaware, United States Zufall Health Full timeJob SummaryThe Call Center Representative plays a vital role in providing exceptional customer service to patients and the public. This individual will utilize their knowledge of health center services and policies to assist with scheduling appointments, addressing complaints and concerns, and responding to inquiries. The ideal candidate will possess...
-
Customer Service Representative
6 months ago
Dover, United States The Panther Group Full timeCall Center Representative The Customer Service Representative is responsible for all telephone account maintenance. The Customer Service Representative determines the accuracy of account information, and ensures all required information is provided Customer Service Representative, Customer Service, Representative, Retail, Staffing, Service
-
Customer Service Representative
2 weeks ago
Dover, Delaware, United States Chesapeake Corporation Full time{"title": "Customer Service Representative", "description": "Job SummaryChesapeake Utilities Corporation is seeking a Customer Service Representative to provide exceptional customer service to our propane customers. As a key member of our team, you will be responsible for handling customer inquiries, resolving issues, and providing a positive experience for...
-
Customer Service Representative
2 weeks ago
Dover, Delaware, United States Bally's Corporation Full timeJob SummaryWe are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Bally's Corporation. As a key member of our call center team, you will be responsible for providing exceptional customer service to our guests, handling hotel room reservations, and ensuring a seamless experience for our players.Key...
-
Customer Service Representative
3 days ago
Dover, New Jersey, United States Zufall Full timeJob SummaryZufall Health is seeking a skilled Customer Service Representative to join our team. As a key member of our call center, you will be responsible for providing exceptional customer service to patients and families.Key ResponsibilitiesAnswer and respond to patient inquiries via phone and text messageProvide information on health center services and...
-
Customer Service Representative
3 days ago
Dover, New Jersey, United States Zufall Full timeWelcome to Zufall Health, where we strive to provide exceptional patient care and support. As a Call Center Representative, you will play a vital role in ensuring that our patients receive the best possible experience.Key Responsibilities:Answer incoming calls and respond to patient inquiries in a professional and courteous manner.Assist patients with...
-
Customer Service Representative
7 days ago
Dover, New Jersey, United States Zufall Full timeJob SummaryAs a Call Center Representative at Zufall Health, you will play a vital role in providing exceptional customer service to our patients. Your primary responsibility will be to answer incoming calls, respond to inquiries, and assist with scheduling appointments. You will also be responsible for maintaining accurate records, communicating with...
-
Customer Service Representative
1 month ago
Dover, United States Robert Half Full timeJob DescriptionJob DescriptionWe are offering a contract to hire employment opportunity for a Customer Service Representative in Dover, New Hampshire. This role primarily involves handling customer inquiries, processing their applications, and ensuring the smooth operation of customer accounts in our industry. Responsibilities:• Serve as the primary point...
-
Fitness Center Representative
2 weeks ago
Dover, Delaware, United States Planet Fitness Full timeJob SummaryThe Member Services Representative will be responsible for delivering exceptional customer experiences to Planet Fitness members, prospective members, and guests. This role requires a passion for fitness and health, as well as strong communication and problem-solving skills.Key Responsibilities:Provide superior customer service and create a...
-
Customer Service Representative
4 days ago
Dover, United States Randstad North America, Inc. Full timeThis position is 100 percent remote and part of an operations team that strives to provide call resolution to a specified set of customers. It is designed to start as a contract role for approximately 5-6 months with the potential to convert into a f Customer Service Representative, Customer Service, Representative, Retail, Staffing
-
Triage Nurse Specialist
3 weeks ago
Dover, Delaware, United States Zufall Health Center Full timeJob SummaryThe Telephone Triage Nurse plays a critical role in managing and responding to time-sensitive, symptom-based calls received by Zufall Health Center. This position requires a skilled nurse to handle telephone nursing practice, focusing on assessment, prioritization, and referral to the appropriate level of care.Key ResponsibilitiesConsistently...
-
Customer Service Representative
1 week ago
Dover, Delaware, United States Bally's Corporation Full timeJob Summary:As a Customer Service Representative at Bally's Corporation, you will be responsible for handling hotel room reservations and casino offers in a professional and courteous manner. You will be the primary point of contact for guests, providing exceptional service and ensuring that their experience is memorable and enjoyable.Key Responsibilities:...
-
Dover, United States Wentworth-Douglass Hospital(WDH) Full timeAbout UsWentworth Health Partners (WHP), an affiliate of Wentworth-Douglass Hospital and member of Mass General Brigham Medical Group, is a multi-specialty group practice providing the highest quality patient care and services that range from wellness and illness prevention to testing, treatment and care of complex medical conditions. Our network offers...
-
Dover, United States Mass General Brigham Full timeDescription: About Us Wentworth Health Partners (WHP), an affiliate of Wentworth-Douglass Hospital and member of Mass General Brigham Medical Group, is a multi-specialty group practice providing the highest quality patient care and services that range from wellness and illness prevention to testing, treatment and care of complex medical conditions. Our...
-
Outside Sales Representative
1 week ago
Dover, Delaware, United States Snap On Full timeJob Title: Outside Sales RepresentativeAs an Outside Sales Representative for Snap-on, you will be responsible for selling John Bean products to general service automotive repair facilities, Automotive Dealerships, and Collision Centers. You will work within a defined territory to generate sales and build relationships with existing...
-
Sales Representative
2 days ago
Dover, Florida, United States GEICO Indemnity Company Full timeUnlock Your Earning PotentialSales Representatives at GEICO Indemnity Company are responsible for building rapport with customers and preparing insurance quotes. With a strong focus on customer service, you will advise customers on coverage and convert quotes into new policies.Key Responsibilities:Prepare insurance quotes and advise customers on...
-
Dover, United States Wentworth-Douglass Hospital(WDH) Full timeAbout UsWentworth Health Partners (WHP), an affiliate of Wentworth-Douglass Hospital and member of Mass General Brigham Medical Group, is a multi-specialty group practice providing the highest quality patient care and services that range from wellness and illness prevention to testing, treatment and care of complex medical conditions. Our network offers...
