Outreach Help Center Representative

Act for Health•Oak Ridge, TN

10d

About The Position

At PCM, the Outreach Help Center Representative supports the organization’s mission to enhance clients’ quality of life. This client-focused role answers inbound calls and makes outbound calls to known prospects to provide help and advice. The representative works with seniors and needs empathy and patience while maintaining control of conversations. The work is consultative, with a focus on customer service, customer experience, and customer satisfaction.

Requirements

High school diploma or GED.
Excellent customer service skills.
Excellent verbal communication skills and proper phone etiquette.
Data entry skills.
Attention to detail.
Ability to maintain professionalism in any situation.
Ability to multitask.
Empathy and patience when working with seniors, while maintaining control of conversations.

Nice To Haves

A minimum of two years of customer service experience, preferably in a healthcare setting.
Previous call center experience.

Responsibilities

Obtain client information by making outbound calls and answering inbound telephone calls.
Determine whether further customer contact is required by comparing client information with program eligibility requirements.
Guide customers on ways to navigate government programs to obtain financial and health benefits.
Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
Complete related tasks to help accomplish objectives and the organization’s mission.