Contact Center Agent I

Overview

This contact center agent, fully remote position provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience to include empathy, integrity, and agility.

What We Provide

• Referral bonus opportunities

• Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays

• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability

• Employer-matched 401k retirement saving program

• Personal and financial wellness programs

• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care and commuter transit program

• Generous tuition reimbursement for qualifying degrees

• Opportunities for professional growth and career advancement and CEU credits

What You Will Do

• Supports a designated line of business, initiating proficiency in a specific area of expertise within VNS Health.

• Receives and addresses consumer inquiries, resolving non-clinical issues and complaints across VNS Health, while fostering effective relationships with customers, physicians, hospitals, and internal contacts for prompt issue resolution.

• Demonstrates empathy, active listening, and clear communication with consumers to ensure their needs are understood and addressed, fostering a positive consumer experience.

• Establishes customer-focused relationships to ensure efficient issue resolution, staying updated on organizational changes through ongoing training and educational resources.

• Operates within contact center standards and metrics, fostering a collaborative culture by sharing best practices and identifying improvement opportunities to enhance the consumer experience.

Qualifications

Education:

• High School Diploma or equivalent required

• Bachelor's Degree in Communications, English, Public Relations or related field, or the equivalent preferred

Work Experience:

• Minimum of one year of customer service experience preferably in a health care setting required

• Excellent oral/verbal communication and customer service skills required

• PC skills including Microsoft Office

• Bilingual skills may be required as determined by operational needs

Pay Range

USD $17.49 - USD $21.80 /Hr.
About Us

VNS Health has been committed to meeting the needs of New Yorkers for over 130 years. We're one of the largest nonprofit home- and community-based health care organizations in the country, and today, more than 11,500 team members work together to make a difference in the lives of more than 99,000 patients and members on any given day.