Outreach Help Center Representative

Professional Case Management•Oak Ridge, TN

11d•$36,400 - $54,080

About The Position

The Outreach Help Center Representative supports Professional Case Management’s mission to enhance clients’ quality of life. This customer-focused role answers inbound calls and makes outbound calls to known prospects to provide help and advice. The position works with seniors and requires empathy, patience, and the ability to maintain control of conversations. It is highly consultative, with an emphasis on customer service, customer experience, and customer satisfaction. The representative obtains client information, assesses whether further customer contact is required by comparing information with program eligibility requirements, and guides customers on navigating government programs to obtain financial and health benefits. The role also contributes to quality improvement by following standards and guidelines and recommending improved procedures.

Requirements

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

Nice To Haves

At least 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 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 skills and duties to accomplish objectives and support the organization’s mission.