Call Center Associate II (Bilingual English/Spanish)

Urban Health Plan•Bronx, NY

2d•Hybrid

About The Position

The Call Center Associate II will join our Bronx-Based call center team in order to support the operations of our various health centers. The incumbent must have the drive and ambition to work effectively in a fast paced and service-driven team. We are seeking customer service professionals with a passion for community based health care. Although remote, position requires some monthly onsite needs including meetings that are held in the Bronx.

Requirements

High School Diploma or GED required.
1+ years of experience in a call center associate capacity and/or related telecommunications field.
Bilingual Spanish/English required.
Exceptional customer service skills.
Computer proficiency is a must.

Responsibilities

Answers high volume telephone calls, schedules medical appointments, and relays messages according to the organization communication standards.
Responds to and resolves patient requests/concerns.
Refers clinical questions to medical providers.
Ensures confidentiality at all times in compliance with HIPAA and PHI guidelines.
Update existing patient demographic information.
Confirms insurance when necessary.
Completes rescheduling, canceling, and/or verifying patient's appointments as needed.
Engages in outbound calls, including Messages+ and callbacks.
Provides specialized outreach to high risk and no-show patients.
Provides supports to associates with basic system troubleshooting.
Uses established call center expertise to support autonomy of handling difficult inquiries and situations.
Exhibits "WE CARE" performance standards in accordance to Urban Health Plan's Operating Credo.

Benefits

Fully funded Health Insurance for you
73.5% funded Health Insurance for your family
Dental, Vision, and Prescription Coverage
401(k) Retirement Savings (including 3% annual employer contribution)
Comprehensive time off including paid vacation, personal time, sick time, and paid holidays (including your birthday!)
Flex Spending Accounts (Health care, Dependent Care, and Commuter Benefits)
Entertainment Discount Programs
Employee Assistant Program
Eligibility to apply for Public Service Loan Forgiveness Program (PSLF)
Fitness Discounts and Perks through our medical plan.
$50,000 term life Insurance