Service Department Call Center Person

The Client Engagement Specialist, is responsible for answering high volume of telephone inquiries from patients and clients about available services at Care Resource, including Medical, Dental, Behavioral Health, and Case Management, following standard agency scripts and procedures. CES is responsible for ensuring clients (internal/external) always receives efficient and courteous customer service, in a constant strive to improve service delivery. Furthermore, the CES Team serves as a support unit of the Client Engagement Services department; The Client Engagement Specialist will organize patients appointments, schedule procedures, and coordinate office visits according to physicians and patient’s availability. Collect customers’ feedback and resolves customers’ issues quickly and effectively. The CES provides support to the medical, behavioral health departments and the PreP/PEP program to manage the flow of patients’ care for all 4 locations, by pulling medical records and identifying the patients’ needs to assist the best way possible. Learning what other departments at Care Resource do and working with them on collaborative matters are concrete ways that a CES gains knowledge about the organization and works to better achieve its mission.

.Answers the telephone promptly in a courteous and professional manner according to health center guidelines for providing exceptional customer service.

Retrieves and returns dropped calls by listening to voicemails and provide the assistance needed. All queues’ inboxes should be cleared by the end of each workday.

Resolves routine general questions and/or issues/concerns presented by patients and customers via phone, by following established organization’s guidelines, scripts, and procedures. Moreover, the utilization of all available information/resources to resolve customer concerns/issues must always be standard practice.

Uses computer systems to log and track inquiries, as well as, to monitor the status of pending items in need of follow-up, such as medication refills, and/or further intervention additional parties.

Documents all customer interactions, including records details, complaints, comments, and actions taken.

Obtains and enters/updates accurate demographic information into the agency Practice Management and, including address, telephone numbers, insurance information, etc.

Schedules patient/client appointments, including medical, behavioral, according to scheduling/color-coded templates, protocols/guidelines, credentialing grids, and PCP assignments.

Assists in the scheduling of interpreters for appointments requiring translation and/or sign language services.

CES conducts outbound calls to cancel, and/or reschedule patient medical appointments when the provider requests time off ahead of time, as well as, to provide additional assistance pertaining to accommodation of new appointments based on need. Scheduling appointments due to last-minute call-offs of providers will be handled by the medical Front Desk.

Documents the chart notes with clear guidance for the next person involved to understand previous actions taken.

Maintains performance expectations including, but not limited to, Average Calls Answered, Average Handle Time (AHT), and other performance metric requirements.

Makes sure, if needed, to verify all Commercial insurances, Medicare, Medicaid, and Ryan White for eligibility and benefits for future scheduled appointments, as well as, same day and walk-ins whenever applicable and based on need.

Models Company culture of service standards in customer service, by providing gracious and efficient service with a sense of commitment, compassion, and competency to all our patients, as well as, to internal/external clients.

Culture of Service: 3 C’s
Greets internal or external customer (i.e., patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.

Listens to internal or external customer (i.e., patient, client, staff, vendor) attentively, reassuring clients and providing appropriate options or resolutions.

Provides services required by following established protocols and when needed, procures additional help to ensure appropriate services are delivered.

Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed. Prioritizes internal or external customer (i.e., patient, client, staff, vendor) requests to ensure prompt and effective response is provided.

Understands and performs assigned role in health center’s Continuity of Operations Plan (COOP).

Provides outstanding customer service to both internal and external customers using the Health Center’s 3C’s of service.

Participates in health center developmental activities as requested.

High School diploma is required.

Training and Experience
A minimum of (2) two years of experience in customer service, call centers, or receptionist/scheduling positions; Training in HIV/AIDS preferred.

Bilingual (English Spanish/ English-Creole) is required. Computer knowledge should include phone operating systems (Mitel), Word, Excel and Outlook. Proven excellent customer service skills, phone etiquette, and outstanding communication skills are required. This work requires the following physical activities: frequent sitting, bending, standing, walking, talking in person and talking on the phone. Work usually is performed in an office setting.

Travel Required
Customer Focus Advanced

Phone Systems Advanced

Windows Advanced

Microsoft Office Advanced

Client Support Advanced

Customer Support Advanced

Customer Service Advanced

Inspired to perform well by the ability to contribute to the success of a project or the organization

Inspired to perform well when granted the ability to set your own schedule and goals

A minimum of (2) two years of experience in customer service, call centers, or receptionist/scheduling positions; Training in HIV/AIDS preferred.

HIV 500 Certified

HIV 104 Certified

HIV 501 Certified