Call Center Representative

<p><strong>We are looking for full-time Representatives for our New Contact Center! Our hours of operation are Monday-Friday 8am-8pm and Saturday and Sunday 8am-4pm. This will be a remote position after training!</strong></p>
<p><strong>POSITION SUMMARY</strong></p>
<p>The Contact Center Representative will answer incoming calls and on-line chats (also outbound calls, texts, emails) from patients and customers who have questions or concerns about the services we provide. The Contact Center Representative will be a member of the contact center team for patients and customers interested in the services we offer and will be responsible for assisting them in answering questions and helping them to access care within our clinics.&nbsp;&nbsp;</p>
<p><em>&nbsp;</em></p>
<p><strong>ESSENTIAL FUNCTIONS</strong></p>
<ul>
<li>Support the mission, values, and initiatives of the Company</li>
<li>Maintain patient confidentiality and function within the guidelines of HIPAA</li>
</ul>
<ul>
<li>Communicate via phone, chat, and email (and text) with patients and related providers &nbsp;promptly</li>
<li>Maintain records/documents in an organized manner</li>
</ul>
<ul>
<li>Through using scripts and other resources, answer patient questions and appropriately direct patients to appropriate resources</li>
<li>Identify and escalate issues to supervisors</li>
<li>Provide service and clinic information to patients and customers</li>
<li>Research required information using available resources</li>
<li>Route calls to appropriate resources</li>
<li>Document all call information according to standard operating procedures</li>
<li>Recognize, document, and alert the management team of trends in patient and customer calls</li>
<li>Follow up patient and customer calls where necessary</li>
<li>Complete call logs and reports</li>
<li>Other duties as assigned</li>
<li>Represent the Company in a professional, caring, courteous manner</li>
</ul>
<p>&nbsp;</p>
<p><strong>&nbsp;QUALIFICATIONS</strong></p>
<ul>
<li>High School diploma or equivalent</li>
<li>Outstanding telephone etiquette, excellent communication skills, both oral and verbal, strong analytical skills and a high level of confidentiality</li>
<li>Demonstrated passion for and knowledge of customer service principles</li>
<li>Essential skills and experience in the complete suite of Microsoft Office products</li>
<li>Must have the ability to work independently under moderate supervision and with professionalism across the organization</li>
<li>Excellent organizational skills to manage time efficiently and multiple priorities</li>
<li>Working knowledge of medical and insurance terminology&nbsp;&nbsp;</li>
<li>6-months of experience in a contact center</li>
<li>Process improvement skills and capability of learning new software</li>
<li>Bilingual Spanish highly preferred</li>
</ul>
<p><strong><em>At Physicians Immediate Care you will enjoy&nbsp;full benefits including a generous wellness plan with affordable in-house medical care, a company matched 401K plan, and flexible schedules with a great work-life balance. Come join our team!</em></strong></p>