Part-time Contact Center Agent, 20 hours a week

Overview

Date Posted:
10/31/2017
Location:
Frederick
Address:
5995 Iris Parkway
City:
Frederick
State:
CO
Country:
United States of America

Description

 

General Description of Duties:

The Contact Center Agent is responsible for answering all incoming telephone calls, scheduling appointments and directing them to the appropriate department or individual.    The Contact Center Agent approaches his/her tasks in a team based care fashion that supports patients and their families in self-management, self-efficacy and behavior change.  Adheres to the spirit of the SALUD mission statement while performing assigned duties.

 

Supervision Received:

Works under the direct supervision of the Contact Center Manager

 

Supervision Exercised: None

 

Specific Duties:  

  • Comprehends and adheres to Salud confidentially guidelines
  • The Contact Center Agent acts as a patient advocate for our vulnerable population by ensuring that the patient is fully informed and comfortable with their visit to SALUD.
  • Follows procedures for the electronic health records system.
  • Determines appropriate course of action to ensure the result is win-win and appropriately documents the interaction
  • Answers and directs calls with a pleasant phone voice
  • Ability to schedule appointments for patients promptly
  • Promotes public relations through timely and courteous service
  • Provides quality customer service to internal and external customers
  • Must have knowledge of Salud Mission, programs and culture
  • Follows procedures for the electronic health records system
  • Assists with other duties when needed
  • Provides resolution, accuracy and efficiency in resolving patients' issues       

Minimum Requirements

 

Qualifications for Appointment:

Knowledge, Skills, and Abilities:

  • Knowledge of multi-line phones
  • Ability to work independently
  • Ability to relate to the clients and treat them with dignity and respect
  • Ability to create a trusting environment by not sharing information learned except when necessary in performance of the job responsibility or to improve patient care
  • Ability to read, understand and follow oral and written instruction
  • Ability to speak clearly and concise
  • Must work well with the other patient care team members
  • Ability to determine an emergency situation and take appropriate action
  • Work well with others
  • Sensitivity to indigent and ethnic minority communities
  • Bilingual (English-Spanish) required
  • Effective written or oral communication skills

 

Education:

Graduation from High School or equivalent required.

 

Experience:

One year general office experience required.

 

Licensure/Certification:

No licensure or certification is needed to be hired, although Contact Center Agents must become credentialed through the Salud career ladders program in the time frame specified by Salud

 

Blood borne pathogen risk level:

Low risk for blood borne pathogens

 

Environmental Conditions:

Normal Medical and Dental office environment

 

Physical Requirements:

Requires sitting for long periods of time. Some bending and stretching requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, copier, telephone, calculator and other office equipment. Ability to work under stressful or emergent situations and remain calm with a high level of concentration and energy level. Requires normal range of hearing and eyesight to record data electronically and communicate with patients.