Call Center Specialist (Bilingual- Spanish)

Job Description

We are seeking for a Spanish Speaking the Call Center Specialist who can clearly communicate with callers and provide assistance that produce customer satisfaction. This role will serve as a telephone liaison between our customers and all CHN health centers to schedule appointments, verify insurance information, answer inquires and questions, troubleshoot problems and provide accurate /timely information.

1.Answers all incoming telephone calls in a professional manner at all times.

2.Ensures that all calls are handled in an expedited and efficient manner accurately and courteously.

3.Ensures use of professional language and grammar avoiding slang and lingo.

4.Maintains an upbeat tone of voice when responding to customers throughout the entire call.

5.Schedule appointments based on availability and continuity of care, verifies insurance information, updates demographics, and informs patients of necessary documentation for health center visits.

6.Informs and provides basic information regarding CHN Health Centers, directions and all available services.

7.Assesses/troubleshoots caller needs and transfers calls to the appropriate staff within the department as needed.

8.Conveys ownership of the call and offers appropriate options for resolution to reduce call backs from the customer.

9.Utilizes established policies and procedures for scheduling, transferring and escalating calls.

10.Demonstrates complete understanding of all applications including CISCO phone, ECW and CHN Contact Center Webpage.

11.Appropriately documents all interactions and activities relevant to the call and uses appropriate Wrap-up code.

12.Reports all telephone system and computer problems immediately to the Contact Center Supervisor or Tech Support in absence of Contact Center Supervisor.

13.Maintains a professional customer service focus at all times.

14.Documents patient’s complaints and reports all incidents to the Contact Center Supervisor in a timely fashion.

15.Attends all training and in-service meetings 16.Compliance with Employee Health Services.

17.Facilitates related services for health center patients as appropriate with respect to their confidentiality and privacy.

18.Performs other related duties as assigned.

Qualifications

• High School diploma or equivalency
• At least two (2) years experience in customer service with at least one (1) year of experience in a call center environment.
• Must be Bilingual Spanish.

Additional Information

All your information will be kept confidential according to EEO guidelines.