Customer Service Center Agent II
Colorado Springs, CO
Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers. We provide primary care services (medical, dental and behavioral healthcare) through 21 outpatient health centers in El Paso, Teller, Lincoln, Adams, Arapahoe, Elbert and Kit Carson counties. We deliver care with our strong "Hospitality" culture. Our organization has over 800 employees and serves over 90,000 patients in the Pikes Peak and East Central Plains region. Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).
Job Duties (Essential Functions)
Customer Service Center (CSC) Agent I is responsible for understanding and providing Peak Vista's high quality customer service to internal and external customers. CSC Agent I must demonstrate knowledge of all P&P involving patient information regulations (HIPAA) and of on-going clinic specific center regulations. CSC Agent I is responsible for scheduling appropriate appointments for all Peak Vista's Centers and provide proper translations for all of the organization when requested. CSC Agent I is responsible for probing incoming calls to attempt to resolve all calls in a one call resolution model while insuring all patient demographics are updated and insurance sets are verified whenever appropriate in accordance with Peak Vista policies and procedures. CSC Agent I utilizes all reference resources available to perform their employment tasks, including departmental Desk Top reference, Electronic Chart Records program, IDK, Peak Vista website, CSC SharePoint site, Cisco phone, Departmental OMBs, email and departmental white boards. Performs other duties as assigned.
Supervision Received: Customer Service Center Supervisor
Supervision Exercised: N/A
Education: High School Graduate, GED or equivalent in work experience
Work Experience: 6 months-1 year in a call center atmosphere and/or receptionist position. (Medical receptionist preferred) Interpretive service (Spanish/English) experiences a plus.
Cognitive Skills (Language, Math, Reasoning Ability): Contact Center Agents must possess strong verbal skills; decision-making skills, proper spelling and grammar usage, excellent customer service skills, and bilingual are (Spanish/English) required.
Computer Skills: Computer Literate, keyboarding skills, and knowledge of Internet use
Other Skills: Minimum one-year experience in customer service. Experience in appointment scheduling and proficient in general office equipment. (Fax machine, Telephone, Copier, etc.)
Certificates & Licenses: N/A