Customer Service Center Agent I

Peak Vista Community Health Centers•Colorado Springs, CO

6d•Onsite

About The Position

The Customer Service Agent I represents Peak Vista Community Health Centers (PVCHC) by providing outstanding customer service by professionally answering inbound patients’ calls with a compassionate and empathetic approach. A Customer Service Agent I will be adept in actively listening, conveying information effectively, and be service oriented when seeking ways to help and resolve problems. The goal of this position is to elevate the patient’s experience by actively listening and addressing questions/concerns to promote a one-call resolution.

Requirements

High school diploma or equivalent education.
One-year of customer service experience preferred.
Basic computer skills – ability to access the intra/internet to manage timecard, review policies and procedures, and read company communications; use e-mail to communicate with co-workers, leadership, and other departments; enter and correct data.
Must have knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear and detailed documentation of calls.
Actively exhibits empathy, compassion, patience, adaptability, and listening with understanding.
Embraces cultural diversity amongst ourselves and our community.
Communicates effectively and collaboratively with all levels of management and teammates.
Responsible for the human, financial, and material resources as well as data and information entrusted to us.
Strives to deliver the best outcomes and highest quality service.
Develops and maintains good working relationships with all departments, the management team, medical staff, and leadership.
Enhances the effectiveness, efficiency, and productivity of the department by contributing to, and participating in, departmental performance improves goals.
Lives by Peak Vista Core Values to reinforce Peak Vista’s mission and values.

Nice To Haves

Spanish bilingual preferred.
Experience in a fast-paced call center as a Call Center Representative desired, but not required.
Healthcare experience desired, but not required.

Responsibilities

Answers all inbound patient calls.
Schedules and reschedules appointments as needed.
Transfers calls to appropriate office personnel and departments.
Answer and route patient questions in a professional and patient-centric manner by asking probing questions.
Communicates patient concerns and questions effectively and succinctly to the appropriate care team (s).
Responsible for verifying and documenting necessary demographics, insurance, and other vital information.
Understands and abides by all HIPAA guidelines.
Demonstrates knowledge of and adherence to the Compliance Plan and conflict of interest requirements.
Exhibits regular and timely attendance.
Consistently meet call quality (quality assurance) and call center metrics.
Demonstrates a high level of honesty, integrity, and accountability.
Able to work in a fast-paced environment and take appropriate action while providing a high level of customer service.
Follows all PVCHC instructions, procedures, and protocols when answering and handling calls.
Appropriately escalates patient feedback and/or concerns with your management team.
Must have knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear and detailed documentation of calls.
Utilize efficient computer skills to complete daily tasks by displaying proficiency with all technology programs including but not limited to: NextGen, Cisco, Webex Microsoft Office.
Actively exhibits empathy, compassion, patience, adaptability, and listening with understanding.
Embraces cultural diversity amongst ourselves and our community.
Communicates effectively and collaboratively with all levels of management and teammates.
Responsible for the human, financial, and material resources as well as data and information entrusted to us.
Strives to deliver the best outcomes and highest quality service.
Develops and maintains good working relationships with all departments, the management team, medical staff, and leadership.
Enhances the effectiveness, efficiency, and productivity of the department by contributing to, and participating in, departmental performance improves goals.
Lives by Peak Vista Core Values to reinforce Peak Vista’s mission and values.
Other duties as assigned.