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Job Number: 2168812
Access Operations Agent (Call Center)
Newark, CA
$26-$32 per hour
The Health Care (SHC) Enterprise Contact Center (ECC) handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SHC departments/clinics. The staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries. This is an entry level job.
- Responds to a high-volume of incoming telephone calls and referrals
- Assists patients in registering and canceling appointments
- Accurately documents and routes calls to the proper department
- Identifies urgent customer needs or operational issues, and escalates appropriately
- Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location
- Meets all regulatory and compliance standards
- Delivers high-level of customer service
- Follows documented protocols and guidelines
- Meets and exceeds departmental quality assurance standards
- Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
- Uses functionality of the telephone system as required
- Other departmental duties as assigned
Minimum Qualifications:
Education * High School Diploma or GED equivalent
Experience * One year of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment
- Type 40 words per minute
- Excellent customer service skills
- Demonstrated knowledge of proper English grammar in speaking and writing
- Effectively listen to resolve patient’s/customers inquiries
- Maintain respect and composure in stressful situations
- Navigate complex software tools and accurately input data
- Effectively document caller notes into the medical record
- Ability to adjust communication to fit the needs and level of understanding of the receiver
- Ability to apply business logic to resolve patient/customer issues while managing multiple priorities
Access Operations Agent (Call Center)
Newark, CA
$26-$32 per hour
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About Nelson:
If you’re looking for a new opportunity, the recruiting and staffing experts at Nelson can help. We work with companies of all types and sizes across all industries. We help people like you find exciting roles with employers ranging from Fortune 100, government, and nonprofit organizations to local businesses, industry leaders, and the most agile start-ups. The candidates we work with appreciate our responsive approach, genuine relationships, and exceptional service. With a commitment to transparency, authenticity, and credibility, we look forward to our jobs every day, and we’re excited to help you find the job you’ve been looking for. Nelson is an EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
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