Call Center Representative (San Diego, CA)

Job Description

Job Description

Description : POSITION OVERVIEW

• The Candidate shall answer and process all incoming calls.
• The Candidate shall answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods. Calls shall he answered in priority order.
• The Candidate shall receive incoming calls shall be routed appropriately throughout the facility.
• The Candidate shall receive collect calls, only if authorized and obtain and record time and charges.
• The Candidate is responsible for immediate, professional responses to and recording the following : emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios.
• The Candidate shall follow instruction if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office.
• The Candidate is responsible for ensuring that no unauthorized long-distance calls are made, and no unauthorized collect calls are accepted.
• The Candidate shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required.
• The Candidate shall assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.
• The Candidate shall assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls.
• The Candidate shall Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises.
• The Candidate shall maintain a log of all telephone equipment malfunctions and / or complaints regarding telephone service.
• Upon request of callers, the candidate shall verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS) via ticket
• The Candidate shall create Log Sheets and monitor each for completion
• The Candidate shall meet the Utilization Review Accreditation Committee (URAC) standards.

Requirements :

CITIZENSHIP REQUIREMENT : US Citizenship

EDUCATION AND QUALIFICATIONS :

The Candidate should possess an Associate’s Degree or equivalent work experience

MINIMUM REQUIRED SKILLS / EXPERIENCE :