Customer Service Center Agent I

Peak Vista Community Health Centers • Colorado Springs, CO

3d • Onsite

About The Position

Peak Vista Community Health Centers is a nonprofit health care organization that provides integrated medical, dental, and behavioral health services through 20 outpatient health centers. The Customer Service Center Agent I represents Peak Vista by answering inbound patient calls with professionalism, compassion, and empathy. The role focuses on listening actively, communicating clearly, addressing questions and concerns, and promoting resolution during the first call to elevate the patient experience.

The position is located at 3205 North Academy Blvd, Colorado Springs, Colorado. The schedule is 9:00 AM to 6:00 PM, Monday through Friday. The role has no supervisory responsibilities. Applicants must complete pre-employment screening, including a criminal background check.

Requirements

• High school diploma or equivalent education.
• Basic computer skills, including accessing the intranet and internet, managing a timecard, reviewing policies and procedures, reading company communications, using email, and entering and correcting data.
• Ability to perform the essential duties satisfactorily, with reasonable accommodations where applicable.

Nice To Haves

• Spanish bilingual ability preferred.
• One year of customer service experience preferred.
• Fast-paced call-center experience as a Call Center Representative desired, but not required.
• Healthcare experience desired, but not required.

Responsibilities

• Answer all inbound patient calls.
• Schedule and reschedule appointments as needed.
• Transfer calls to appropriate office personnel and departments.
• Ask probing questions to understand and route patient questions professionally and in a patient-centric manner.
• Communicate patient concerns and questions effectively and succinctly to the appropriate care teams.
• Verify and document demographics, insurance, and other necessary information.
• Follow HIPAA guidelines, the Compliance Plan, conflict-of-interest requirements, and applicable instructions, procedures, and protocols.
• Maintain regular and timely attendance and meet call-quality and call-center metrics.
• Provide service in a fast-paced environment, taking appropriate action and escalating patient feedback or concerns to the management team when needed.
• Use clear English-language skills to produce detailed call documentation.
• Use computer programs and technology, including NextGen, Cisco, Webex, and Microsoft Office, to complete daily tasks.
• Communicate and collaborate effectively with management, teammates, departments, medical staff, and leadership, and maintain good working relationships.
• Contribute to departmental performance-improvement goals and support the effectiveness, efficiency, and productivity of the department.
• Manage entrusted human, financial, and material resources, as well as data and information.
• Demonstrate empathy, compassion, patience, adaptability, understanding, honesty, integrity, and accountability; embrace cultural diversity and Peak Vista's mission and core values.
• Perform other duties as assigned.

Benefits

• Medical, dental, vision, life, short-term disability, and long-term disability coverage.
• 403(b) retirement plan with company match.
• Paid time off.
• Tuition assistance.
• Perks and rewards.
• Employee Assistance Program.

What This Job Offers

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