Call Center Rep

Job Summary:Responsible for two primary functions within the Hub, based on assignment. May be assigned to either inbound and/or outbound assignments within the Hub which could include but not be limited to call management (answering inbound calls), outbound scheduling, authorization processing, inquiry response, clinic-based scheduling and/or other administrative tasks. Will provide outstanding customer service to all stakeholders (participants, families, partners, and team members) and will be responsible for proper documentation and maintaining current and accurate records of all the scheduled appointments. Role requires ability to work in a fast paced, participant centric environment. Must be comfortable with multitask work dynamics while still able to collaborative effectively with colleagues and stakeholders to promote the values, team culture and mission. Job Responsibilities:-Answer incoming phone calls, emails, contacts as requests coming into the Hub.-Appropriately screen, transfer, resolve and dispose of calls expeditiously which adhering to all process and documentation standards.-Review, process, schedule and authorize orders according to department protocols.-Ensure that appropriate and timely documentation of all updates, encounters and communication is documented in source systems as outlined by department protocols.-Effectively coordinate the scheduling of participants appointments, including trouble- shooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers etc.) and meeting appointment turn-around times as outlined in *** Appointment Scheduling Protocol.-Respond to questions and inquiries regarding authorization status and requirements.-Provide eligibility status and benefit information for participants.-Collect/Update and Verify Participant and Provider information as required.-Address both participant and provider inquiries and if unable to resolve, escalate as appropriate.-Conduct appointment confirmations and appointment reminders as outlined by department protocols, updating appointments as appropriate.-Maintain current and accurate records of all scheduled appointments scheduled times, outcomes (e.g., appointment occurred or not, reasons for rescheduling).-Trouble-shoot and resolve basic issues; escalate to manager when appropriate.-Complete all required documentation in a timely and accurate manner.-Protect privacy and maintain confidentiality of all company procedures and information about team members, participants, and families.-Follow *** policies and procedures and participate in any required Quality Improvement activities, staff training and meetings.-Communicate regularly with Supervisor and team regarding workload and priorities.-Timely completion of all mandated trainings and education.-Timely completion of all mandated occupational health screenings as needed.-Exercises flexibility in performing assignments as business needs evolve.-Other duties as assigned.-Physical Demands and Working Conditions:The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with ADA requirements, reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Required Skills & Experience:-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.-Outstanding customer service orientation, especially in telephone and written communications.-Excellent and accurate data entry skills and experience in multiple software platforms.-Must be flexible with work hours.-Problem solving and persistence in the face of challenges.-Excellent organizational and communication skills.-Ability to work independently with minimal supervision.-Demonstrated ability to prioritize in a fast-paced environment. Experience and competency working with people from diverse backgrounds and cultures.-Commitment to unlocking the full potential of our most vulnerable seniors. Preferred Skills & Experience:-Minimum of one (1) year of experience working in health care or PACE setting.-Bilingual English/Spanish.