Contact Center Representative

Job description

Harbor Health looking for a personable Contact Center Representative to become a member of our team. Harbor Health is an entirely new multi-specialty clinic group in Austin, TX utilizing a modern approach to co-create health with those who get, give, and pay for it, allowing everyone to fully flourish. Join us as we build a fully integrated system that connects care to a better payment model that truly puts the human being at the center.

The Contact Center Representative will be the first point of contact between the client and Harbor Health. The Contact Center Representative will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Contact Center in a friendly, positive, and effective manner. Duties include following communication scripts, scheduling appointments, verifying client insurance, pre-registering clients for their appointments, properly advising clients of service estimates and performing other tasks that allow clients to visit their health center seamlessly.

Available shifts include 8a-4:30p Mon-Fri or 8:30a-5:00p

Our Contact Center Representatives will be responsible for:

• Demonstrating proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
• Maintaining a positive, welcoming attitude in all client interactions
• Offering prompt assistance to clients for a variety of services, including:
  • Registering new clients into the EHR system
  • Booking, canceling, and rescheduling appointments
  • Inputting and updating insurance information
  • Relaying client communications to provider
  • Providing clients with pre-visit instructions as needed
• Assisting clients with identifying a provider and appointment that is appropriate for their care
• Using EHR systems effectively to guide the client’s care
• Screening clients for financial support using real-time eligibility (RTE), while escalating more complex questions
• Contacting clients to notify when visits are canceled or rescheduled
• Prioritizing the client first in all interactions, including adhering to all HIPAA guidelines and regulations
• Providing training, support, and mentoring to colleagues
• Working with supervisors to achieve the established performance metric standards
• Using the phone system to track activities
• Participating in ongoing training and quality assurance exercises
• Adhering to all established workflows, scripting, and department greetings
• Meeting performance goals for client experience, quality, productivity, and all performance metrics
• Participating in special projects and performing other duties as assigned

Successful Contact Center Representatives will have:

• High school diploma or GED
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities, and manage time effectively
• Ability to work a flexible work schedule
• English language proficiency
• 1 year of experience in contact centers, pre-access, patient access, and/or physician practice office

Additional Skills & Experiences Preferred include:

• Bilingual (Spanish) proficiency
• Associates degree
• Familiarity with call center systems and practices
• Ability to understand and navigate EMR platforms

Physical Requirements of the role include:

• Ability to sit (or stand if preferred) for long periods of time
• Frequent keyboarding and ability to view a computer for a long period of time

If you are passionate about health care and you want to create something new together, please apply to be a part of our team!