Contact Center Representative - Remote

Title: Contact Center Representative

FLSA Status: Full Time / Non-Exempt

Reports to:

Pay Type: Hourly

Pay Range: $14.62 - $18.37, depending on education and experience

Pay Frequency: Bi-Weekly

Location: Remote

Skylight Health Group:

We believe that affordable care should be delivered the way it used to be – highly accessible with uncompromising quality. We are a multi-specialty provider that strives to deliver integrated medical services with compassion and care.

Job Description:

As a Contact Center Representative, you will be responsible for incoming customer contact across all channels including phone and email. In the Contact Center Representative role, you will work in a team environment by scheduling patients, providing technical support with both inbound and outbound call volume while taking ownership for solving customer issues and helping patients navigate our digital platforms, with the ultimate focus on customer satisfaction. Additionally, agents are responsible for making outbound calls and set up appointments. This role includes working directly with our clinical team to keep patients informed of their care.

Essential Job Duties and Responsibilities:

• Answer or make phone calls to patients to learn about and address their needs with scheduling or services
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that patients feel supported and valued. 
• Engage in active listening with callers, confirming or clarifying information and diffusing angry patients, as needed
• Building lasting relationships with patients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately 
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Taking part in training and other learning opportunities to expand knowledge of company and position
• Adhering to all company policies and procedures
• Strong time management and decision-making skills
• Resolve problems by clarifying the patient's complaint, determining the cause of problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution
• Completing call notes and call reports as necessary and updating them in the CRM
• Protecting patient confidentiality by being familiar with HIPAA rules and regulations
• Other duties and responsibilities as assigned.

Education and Experience:

• High school graduate or equivalent
• 3+ years in customer service or call center environment 
• 1+ year in a medical office and administrative environment
• Strong understanding of medical terminology
• Strong commitment to an excellent patient experience and customer service
• Professional attitude, working well with other staff members and supervisors
• Exceptional customer service, problem solving, active listening, and verbal and written communication skills, multitasking abilities, and professional phone voice,
• Proficiency with computers, especially EMR systems and strong typing skills
• Understanding of medical terminology
• Bilingual Preferred

Supervisory Responsibility

None.

Physical Demands / Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Requires sitting for long periods of time.
• Requires reaching continually throughout the workday (mouse, keyboard, telephone).
• Fast-paced call center work environment.
• Working hours vary, with flexibility due to unexpected changes in schedule and emergencies.
• Mid to high-level stress.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Hours:

Typical schedule includes varied shifts 8-hour days.

Travel:

None.

EEO Statement:

Skylight health is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, genetic information, marital status, military or veteran status, or any other status that is protected by federal, state and / or local laws.