Call Center Agent Job at United Health Centers of the San Joaquin Valley
United Health Centers of the San Joaquin Valley Fresno, CA 93711
Overview:
Hours and Work days
The Call Center Specialist is a Non-Exempt position and reports to the Call Center Supervisor. The Call Center Specialist is responsible for providing excellent customer service and courtesy to all inbound calls to our Call Center. The Call Center Specialist will efficiently and effectively answer incoming telephone calls from patients and physician offices and route calls appropriately and accurately to accommodate the caller. Responsibilities:
In addition, our comprehensive benefits package for regular status employees includes:
We are recruiting for Bi-lingual (English/Spanish) Call Center Specialist to join our centralized Call Center in Fresno, CA.
Hours and Work days
This position is required to work three designated days of the workweek from 12:00 PM-9 P.M and both Saturday & Sunday from 8:30 AM-5:30 P.M. The schedule for this position may allow for flexibility for candidates who prefer to work weekends and prefer to have two days of the workweek off.
The Call Center Specialist is a Non-Exempt position and reports to the Call Center Supervisor. The Call Center Specialist is responsible for providing excellent customer service and courtesy to all inbound calls to our Call Center. The Call Center Specialist will efficiently and effectively answer incoming telephone calls from patients and physician offices and route calls appropriately and accurately to accommodate the caller.
Summary of Responsibilities:
- Providing outstanding customer service to internal and external customers
- Answer incoming calls on a multi-line phone
- Promptly and courteously answers and screens phone calls for the department; routes call as appropriate within established customer service guidelines; accurately records messages and delivers to the appropriate party in a timely manner; checks voicemail frequently
- Reporting any potential customer concerns or complaints immediately to supervisor
PERFORMANCE AREA 1:
- Route incoming calls efficiently to assist customers
- Listen carefully to the request of the caller
- Use pleasant voice and speak clearly
- Use a pleasant tone
- Always let the caller know you are pleased to serve them
- Monitor call service queue and process calls with a sense of urgency
Education:
- High School Graduate or equivalent. Associates Degree preferred.
License/Certification:
- Possess a valid driver's license.
Prior Experience:
- Minimum 2 years of experience in a health center setting or customer service.
- Knowledge in scheduling or call center environment.
- Knowledge of billing processes and coding preferred.
- Demonstration of strong understanding of UHC front office processes and patient intake.
Skills:
- Bi-lingual (English/Spanish) is required for this position.
- Customer-service oriented
- Excellent telephone etiquette
- Excellent listening and Customer Service/Interpersonal skills.
- Bilingual (Secondary language preferred)
- Ability to handle sensitive and confidential information
- Ability to articulate complex information
- Strong relationship management skills must be able to multitask and be able to diffuse difficult situations
- Positive professional insight.
- Flexibility and dependability (Availability for nights and weekends)
- Able to quickly build and maintain rapport with patients and providers of differing backgrounds
- Team player
- Customer-service oriented
- Strong computer skills and phone etiquette
- Positive professional insight
- Flexibility and dependability
- Demonstrated good problem-solving skills; sound judgment
- Modern office practices and procedures including email
- Intermediate computer skills
- Attention to detail and excellent follow-through on work tasks
- Able to handle multiple tasks simultaneously
The pay range for this non-exempt position starts at $19 an hour. Our salaries are dependent on knowledge, skills, and experience.
In addition, our comprehensive benefits package for regular status employees includes:
- Medical, Dental, and Vision insurance with low premium cost
- Paid time off and paid holidays
- 401k plan with matching contribution
- Educational Assistance
- Employee discounts and more!
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