Call Center Representative

• Receives and handles incoming calls or escalated tickets from employees, clients, and other agencies, in a timely and professional manner.
• Identifies the nature of the inquiry or issue and provides accurate and appropriate resolution, guidance, or information to caller within established guidelines and procedures outlined in the playbook.
• Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up.
• Assist each market with a variety of internal inquiries including HR-related questions, IT support, policy clarification, benefits information, and other general inquiries as needed.
• Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
• Coordinate urgent escalations and clinical inquiries based on client’s condition within each market.
• Demonstrate empathy, patience, and professionalism in all interactions.
• Assist with ticket management to ensure tickets are being assigned timely and fairly to other coordinators in the absence of a supervisor or team lead.
• Serve as a subject matter expert (SME) and support both internal team and BPO Partner(s) by offering guidance, best practices for resolving tickets and responding to teams’ inquiries.
• Collaborate with and aid other coordinators to escalate and resolve complex issues promptly, ensuring timely and satisfactory resolution.
• Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
• Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data.
• Perform all other duties as required and assigned by the manager.

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