Call Center Agent

ORGANIZATION INFORMATION:

Established in 1984, Equitas Health is a regional not-for-profit community-based healthcare system and federally qualified community health center look-alike. Its expanded mission has made it one of the nation’s largest HIV/AIDS, lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) healthcare organizations. With 22 offices in 12 cities, it serves more than 67,000 individuals in Ohio, Kentucky, and West Virginia each year through its diverse healthcare and social service delivery system focused around: primary and specialized medical care, retail pharmacy, dental, behavioral health, HIV/STI prevention, advocacy, and community health initiatives

POSITION SUMMARY:
Reporting to the Call Center Manager, the Call Center Agent is responsible for answering a high volume of incoming calls from clients, patients, and the general public in a professional and courteous manner.  Deals with a multitude of different questions or requests from callers and is responsible for transferring calls to appropriate departments and/or individuals as necessary.   Determines the nature of the call and takes all possible action to ensure the provision of excellent customer service upon first contact.  This position reflects and carries forward the mission, vision and values of Equitas Health both internally and throughout the communities that we serve.

SALARY: $17.79 -$22.21 PER HOUR

BENEFITS:

• PTO
• Vision
• Dental
• Health
• 401k
• Sick time
• Paid Holidays

ESSENTIAL JOB FUNCTIONS:

Essential functions of the job include, but are not limited to: multi-line phone answering; customer service; call routing; caller de-escalation; relationship building; having reliable transportation; utilizing computer applications or other automated systems such as spreadsheets, calendar, email and Epic (EMR) in performing work assignments.

MAJOR AREAS OF RESPONSIBILITIES:

• Attains and keeps current with the knowledge and skills required to provide information, service and assistance in response to all inquiries.
• Available as assigned to accept calls in a professional and courteous manner.
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow up, to expeditiously ensure the provision of accurate information, service and assistance upon first contact.
• Meets quality performance standards and works within established time frames.
• Ability to ask effective probing questions and deescalate challenging inquiries and concerns.

• Complete telephone calls in an accurate, timely and high-quality manner and transfer calls to appropriate departments as needed.
• Communicate clearly, effectively and courteously with employees, patients, clients, volunteers and vendors. 
• Seek appropriate resources to address patient concerns efficiently and notify supervisor when difficult calls/situations occur.
• Comply with the Equitas Health Healthcare Corporate Compliance Standards of Conduct and related policies and procedures.
• Contribute to a positive work environment by demonstrating unconditional positive regard to all Equitas Health employees, interns, etc. with an understanding, awareness, and respect for diversity.
• Demonstrate unconditional positive regard to clients and conduct all aspects of job responsibilities with a focus on exceptional customer service                                                                                                                                                                                                     

• Continuously grow and develop Cultural Competency, exhibiting an understanding, awareness, and respect for diversity.

• Other duties as assigned.

EDUCATION/LICENSURE:

• High school diploma or GED is required.

Knowledge, Skills, Abilities and other Qualifications:

• 1 year of call center experience required.
• Experience in the healthcare, pharmaceutical or healthcare related industry preferred.
• Experience with EPIC or other Electronic Health Record preferred.
• Demonstrated exemplary customer service skills.
• Excellent phone skills.
• Strong verbal communication skills.
• Demonstrated strong inter-personal skills.
• With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer focused professionalism at all times.
• Reliability and adherence to work schedule is critical.
• Ability to actively listen and process information accurately.
• Positive attitude.
• Work well independently and as part of a group.
• Proficiency with Microsoft Office (Access, Excel, Word and Outlook).
• Work well under pressure and possess the ability to be flexible.
• Team player with strong communication and interpersonal skills.
• Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence and interest in working with persons of the transgender community or non-gender conforming community.
• Ability to maintain confidentiality.
• Regular and predictable attendance is required.
• Must have reliable transportation and valid driver’s license.

 OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered.  Hours may vary, including working some evenings and weekends based on workload.  Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment.  Completing the application does not guarantee employment. EOE/AA