Customer Service Representatives - CSR

Job Description

Job Description

Role Summary

Are you an empathetic, solution-minded communicator who loves making a positive difference in patients' lives? We are seeking a dedicated Advocate I to join our dynamic contact center hub!

In this key support role, you will be responsible for providing exceptional service across inbound and outbound customer support assignments. Whether answering incoming calls, scheduling clinical appointments, processing authorizations, or managing patient inquiries, you will serve as a vital link connecting patients, families, healthcare providers, and team members. If you thrive in a fast-paced, patient-centric environment and enjoy multi-tasking alongside a collaborative, mission-driven team, this role offers an inspiring opportunity to grow and succeed.

Duties & Responsibilities

• Answer incoming phone calls, emails, and contact requests coming into the hub expeditiously and professionally.

• Appropriately screen, transfer, resolve, and dispose of calls while adhering to all process and documentation standards.

• Review, process, schedule, and authorize orders according to department protocols.

• Ensure appropriate and timely documentation of all updates, encounters, and communications in source systems as outlined by department protocols.

• Effectively coordinate the scheduling of patient appointments, including troubleshooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers), and meeting turnaround times outlined in scheduling protocols.

• Respond to questions and inquiries regarding authorization status and requirements.

• Provide eligibility status and benefit information for patients.

• Collect, update, and verify patient and provider information as required.

• Address both patient and provider inquiries, escalating to management when appropriate.

• Conduct appointment confirmations and reminders as outlined by department protocols, updating appointment records accordingly.

• Maintain current and accurate records of all scheduled appointments, including times and outcomes (e.g., appointment occurred, reasons for rescheduling).

• Troubleshoot and resolve basic issues independently, escalating to management when necessary.

• Complete all required documentation in a timely and accurate manner.

• Protect privacy and maintain strict confidentiality of all company procedures and information regarding team members, patients, and families.

• Follow all company policies and procedures and participate in required Quality Improvement activities, staff training, and team meetings.

• Communicate regularly with supervisors and the team regarding workload and priorities.

• Timely complete all mandated trainings, education, and occupational health screenings as needed.

• Exercise flexibility in performing assignments as business needs evolve.

Required QualificationsEducation & Experience

• High School Diploma or GED Equivalency.

• Minimum of one (1) year of experience working in a call center environment where a service/support role was primarily performed.

• Experience utilizing telephony platforms such as Genesys.

Knowledge, Skills & Abilities

• Outstanding customer service orientation, especially in telephone and written communications.

• Excellent and accurate data entry skills and experience using multiple software platforms.

• Strong problem-solving skills and persistence in the face of challenges.

• Excellent organizational, multi-tasking, and communication skills.

• Ability to work independently with minimal supervision and prioritize effectively in a fast-paced environment.

• Experience and competency working with people from diverse backgrounds and cultures.

• Commitment to unlocking the full potential of vulnerable seniors.

• Flexibility with work hours and adaptability to evolving duties.

• Must reside within driving distance of the local branch.

Desired Qualifications

• Minimum of one (1) year of experience working in a healthcare or specialized senior care setting.

• Bilingual fluency in English and Spanish (verbal and written).

Location and Work Type

• Work Type: Full-Time Contract Position (40 hours per week; 6-month assignment).

• Work Setting: Hybrid

• Schedule: Monday through Friday, 9:00 AM – 5:30 PM PST.