Call Center Specialist presso Community Healthcare Network

Community Healthcare Network (CHN) is a not-for-profit organization providing more than 65,000 New Yorkers with primary and behavioral healthcare, dental, nutrition, wellness, and needed support services.

Our network is made up of 14 federally qualified health centers throughout Brooklyn, the Bronx, Queens, and Manhattan, along with a fleet of mobile vans that bring health services to underserved people in need throughout New York City. We provide judgment-free, high-quality healthcare, without regard to race, religion, orientation, gender identity, immigration status or ability to pay. We turn no one away.

WHAT WE OFFER:

Growth and development: Access to various healthcare professionals and benefits to deepen understanding and interest in the various disciplines involved in community health programming.

Supportive Team culture: Be a part of an interdisciplinary environment where your ideas and work are valued and encouraged.

Comprehensive benefits: Including health, dental and vision insurance, retirement plans, employee assistance programming and more. 

POSITION SUMMARY:

  The basic function of the Call Center Specialist is to 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.

   DUTIES AND RESPONSIBILITIES: 

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

• Ensures that all calls are handled in an expedited and efficient manner accurately and courteously.
• Ensures use of professional language and grammar avoiding slang and lingo.
• Maintains an upbeat tone of voice when responding to customers throughout the entire call.
• Schedule appointments based on availability and continuity of care, verifies insurance information, updates demographics, and informs patients of necessary documentation for health center visits.
• Informs and provides basic information regarding CHN Health Centers, directions and all available services.
• Assesses/troubleshoots caller needs and transfers calls to the appropriate staff within the department as needed.
• Confirms the purpose of the call, paraphrasing and asking pertinent questions to ensure they are addressing the concern.
• Conveys ownership of the call and offers appropriate options for resolution to reduce call backs from the customer.
• Demonstrates understanding of call work flows and uses the appropriate workflow to address the patient issues/concerns.
• Utilizes established policies and procedures for scheduling, transferring and escalating calls.
• Demonstrates complete understanding of all applications including CISCO phone, ECW and CHN Contact Center Webpage.
• Appropriately documents all interactions and activities relevant to the call and uses appropriate Wrap-up code.
• Reports all telephone system and computer problems immediately to the Contact Center Supervisor or Tech Support in absence of Contact Center Supervisor.
• Maintains a professional customer service focus at all times.
• Documents patient’s complaints and reports all incidents to the Contact Center Supervisor in a timely fashion.

EDUCATION & EXPERIENCE: