Customer Care Representative

Position Summary

The Customer Care Representative is the first point of contact for Health Initiative Programs. This position obtains participant details to verify eligibility and provide program information to callers wanting to quit tobacco.

Essential Duties

• Completes an intake questionnaire with participants to verify program eligibility. Documents participant data in compliance with HIPAA requirements, departmental standards and specific client guidelines.
• Maintains friendly, confident, open, and effective communication with participants to identify program eligibility and inspire continued participation.

Assists participants to help determine participant’s goals, readiness to change, and supports the behavior change.

• Engages in a process of continuous training, learning, and professional growth including QA scores and feedback to ensure delivery of the latest evidence-based practices, content knowledge and skills.
• Maintains call center metrics and individual performance standards.

Other Duties

None

Competencies

• Accountability : Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness;
• confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals;

demonstrates a commitment to National Jewish Health.

• Attention to Detail : Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job;
• accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others;

assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

• Customer Focus : Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
• Decision Making : Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions;

using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.

Informing and Communicating : Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message

Supervisory or Managerial Responsibility

None

Travel

None

Core Values

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well groomed, appropriately for your role and wear ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

• Education : High School Diploma or equivalent required.
• Work Experience : A minimum of two (2) years experience in a customer service position required. Customer service experience in a health care or call center environment preferred.
• Special Training, Certification or Licensure : Fluent in English and Spanish preferred.

Salary Range : Starting salary for this position is set at $18.50 / hour. Individuals who are bilingual speaking Spanish will receive an additional $1.

00 / hour language differential.

Benefits

At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset.

With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Comprehensive Medical Coverage : Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off : Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans : Coverage effective the first of the month after hire.
• Retirement Savings : 403(b) plan with employer contributions after two years.
• Wellness Incentives : Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement : Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance : Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness : Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance : Employer-paid plans and optional buy-up choices.
• Voluntary Benefits : Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan
• Exclusive Discounts : Savings on local services, insurance, and RTD bus passes.

Application Deadline : This position will be open for a minimum of three days and until a top applicant is identified.