Remote Call Center Representative

Job Description
Schedule Options:
Tues-Sat
Sun-Thurs
Answer all inbound calls with professionalism and customer service framework communication.
Following up with all inbound calls by finding a resolution, documenting/relayingmessages,and/orhandling soft transfers as needed
Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls)
Responsiveness to voicemails throughout shift and overnight call center messages
Triage all calls &
Callers to determine if it is a request/inquiry, complaintor grievance, to escalate, resolve and conduct service recovery.
Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to managementand/or clinical supervisors
Document and complete Call Center Formfordata call log. Fulfill surveys/reports issued by Call Center Supervisoras needed.
Complete Call Center task assignments provided by management team
Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals.
Maintain confidentiality and always comply to HIPAA regulations.
Assist with intake calls for case management as needed for coverage and staff call outs.
Provide support to the clinical team and chart maintenance as needed.
Perform other duties and tasks as assigned by Senior Clerical Team
Perform other related duties and tasks as assigned by the Call Center Supervisor