Call Center Specialist

Healthcare For the Homeless Inc • Baltimore, MD

14h • Onsite

About The Position

The Call Center Specialist is the first point of contact for members of the community trying to reach agency staff. They are responsible for providing supportive, efficient, high-quality customer service. The Call Center Specialist will be part of a team of 6 handling calls for a small to medium sized call center. They follow established protocols to perform daily tasks such as scheduling appointments and assisting clients with information for multiple locations. They facilitate communication between clients, vendors and community members with staff.

Requirements

• High school diploma or GED is required
• One year of experience in customer service required
• Experience working with people who are experiencing homelessness or from low-income backgrounds
• Experience working with computers and databases, preferably medical or insurance systems
• Excellent customer service, with ability to clearly communicate verbally and in writing
• Must be able to maintain confidentiality in all circumstances
• Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor
• High level of motivation, initiative and responsibility
• Able to work with interdisciplinary teams
• Able to cope with interruptions, be flexible and be a team player

Nice To Haves

• Bilingual (Spanish) highly preferred(premium paid associated)
• De-escalation training preferred

Responsibilities

• Perform the duties and responsibilities of the CSR (client service representative) position, including registration, scheduling, insurance verification, referrals, medical records, and enrollment in order to ensure one-call resolution.
• Collect necessary information for services; consent to treat, demographics, etc. to ensure accurate data for billing claims.
• Respond promptly and appropriately to questions/concerns/complaints and attempt immediate resolution. Assess and identify caller needs in order to connect them with the appropriate services within the agency or through established external partners.
• Record required client information accurately and promptly in the electronic health record.
• Provide good customer service, marked by culturally-competent, client-centered, ethical, respectful, inclusive and professional access for clients, visitors, partners and the broader community.
• Collaborate with team members to improve workflows, maintain/update standard operating procedures and to improve client satisfaction.
• Take personal responsibility for their professional appearance and their workspace, ensuring that both represent the agency in a positive manner.
• Contribute to department goals and objectives. Adhere to department policies, procedures, quality standards and safety standards. Comply with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED