Call Center Representative English/Spanish speaking

Job Description

Job Description

Duration

3 Duration Unit

Month(s)

Must speak ENGLISH & SPANISH

2 WEEKS ONSITE TRAINING IN MAITLAND THEN FULLY REMOTE

WE PROVIDE LAPTOP

MUST BE ABLE TO WORK WEEKENDS AND THE SHIFT 2-11 : 30P

START DATE ASAP

Req Description

Description

This team is the Covid hotline support team. They will be receiving calls from patients needing assistance with testing appointments and scheduling vaccine appointments.

It is a call center environment where they will be taking calls from people looking for a physician because they wanted to get tested or just get registered for the Covid vaccine.

Customers can be calling from different states not only FL, however a lot of calls do come from north west and central region of FL.

GENERAL SUMMARY :

The frontline Representative is responsible for fielding and resolving inquiries via phone, chat, and other potential contact methods within the centralized Consumer Experience Center (CxC).

Expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards.

The frontline Representative reports to the department Supervisor and maintains a working knowledge of service offerings, service workflows, and contact center technologies necessary to perform all job functions.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES :

• Maintain competence and use critical thinking skills to promptly resolve consumer inquiries within assigned functional area(s)
• Demonstrates empowerment to successfully resolve customer inquiries
• Adhere to all established workflows, scripting, and department greetings
• Create delightful customer experience by setting proper expectations and consistently following through with end- users
• Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s)
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, CxC colleagues, and leaders
• Achieves individual key department performance objectives such as quality assurance and productivity.
• Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and / or resolution.
• Adhere to department policies and procedures and HIPAA regulations
• Perform other duties as assigned by department leaders

KNOWLEDGE AND SKILLS REQUIRED :

• Ability to articulate the mission of AH and the CxC
• Strong attention to detail and ability to take initiative to resolve inquiries and issues
• Demonstrated personal commitment to promoting and providing excelled customer service
• Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues
• Exhibits desire to continuously learn, improve service delivery, and work in a team environment
• Ability to listen and document notes simultaneously
• Ability to read, analyze, and interpret verbal and written instruction
• Maintains high energy and positive attitude
• Ability to remain calm under pressure
• Adapts quickly to change and balances multiple priorities in a fast-paced environment
• Demonstrates regular, consistent and punctual attendance
• Effective communicator in English, both orally and in writing
• Computer Proficiency : Microsoft Office Suite programs and basic keyboard typing skills
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
• Bilingual in Spanish

KNOWLEDGE AND SKILLS PREFERRED :

Medical terminology knowledge

EDUCATION AND EXPERIENCE REQUIRED :

High-school diploma or equivalent

EDUCATION AND EXPERIENCE PREFERRED :

• One year of experience in a contact center / customer service environment.
• One year of experience in a healthcare setting focused on patient care
• Associate’s Degree
• College course or the equivalent in computer programs (Outlook, Word, Excel, Power Point)

Job Title

Covid-19 Hotline Support Analyst

Top Skills Details

• One year of experience in a contact center / customer service environment.
• One year of experience in a healthcare setting focused on patient care (will still consider if don 't have healthcare but call center background with customer service)
• Person must have excellent customer service skills(ability to empathize and have patience with end users)
• Experience with Salesforce or similar CRM tool
• Bilingual english / spanish speaking
• Position is work from home however first two weeks of training are on site so candidates must be local to Central FL. * *

Additional Information

Requirements : Hi-speed internet, quiet space to work from

Language : fluent in Spanish and English

Soft skills : wants to help others, diffuses situations with customer, hear their smile on the phone, Empathetic and patient, Clear phone voice

Hard Skills : call center or doc. practice experience a plus, highly proficient and comfortable learning new computer programs

Growth and long-term goals : interest in health care, IT and project coordination

Drug Test Required

false

Experience Level

Expert Level

External Communities Job Description

3 month contract for call center role handling Covid hotline calls for healthcare organization.

Work Environment

Schedule :

They are 24x7 and have different shifts available.

Primarily looking for people to work the 2nd shift 11-7 : 30p They should also expect to work weekends . If can only work one weekend day please do not discount candidate as they have a few Fri / Sat or Sun / Mon off schedules .

Mon / Tuesdays are typically busiest days.

Location / Training : the position is a remote work from home position, however the first two weeks of training will be on site at Maitland or Courtland location, so candidates must be local to central FL.

Training schedule will be Mon-Fri 8a-4 : 30p or 8 : 30-5p.

There are two systems they will be trained to use, one will be telephony system Five9 and the other is salesforce which is their CRM for documentation.

They will use Microsoft teams to chat and find resources and ask for help. First week training is 4 day class style and 1 day precepting with educators, and 2nd week is live time shadowing / additional training.

Additional Skills Tags

Covid

Additional Skills & Qualifications

salesforce or servicenow experience big plus

Consultants need minimum 60 ghz for internet at home, so they 'd need to do speed test from home and send screenshot. They provide laptop, monitor, headset etc.

Business Qualification

Impact to the Internal / External Customer

Interview Information

10-15 minute call with director, one step