Call Center Representative

• Serve as a direct point of contact for individuals registering for disaster assistance.
• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
• Escalate dissatisfied callers to proper channels.
• Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.

Bilingual Contact Center Agent, Spanish/English

• Serve as the primary point of contact via telephone with customers
• Handle all call types and save/sell appropriate services to customers
• Achieve daily, weekly, and/or monthly sales and retention goals
• Understand the complete line-up of Vyve products and their value to the customer
• Answer inbound calls and perform at multiple task levels with computer and software applications for 8 to 10 hours per day

Retention Sales Representative – Call Center

• Perform outbound surveys from home with respondents and accurately record their answers in both Spanish and English
• Collect and record opinions on topics from politics to customer satisfaction and beyond
• Work as part of Dynata’s Virtual Call Center team as a bilingual part-time telephone interviewer

Virtual Call Center Agent – Bilingual, Spanish/English

• Responsible for managing inbound calls throughout your entire shift
• Effectively utilize multiple tools and more than ten systems to accurately and efficiently assist travelers
• Handle emails and process requests while multitasking in a fast-paced environment
• De-escalate challenging calls
• Collaborate with the team
• Support side projects that showcase leadership and drive continuous improvement
• Meet and maintain Service Level Agreement (SLA) targets by ensuring timely response, resolution, and overall service quality standards

Call Center Agent – Travel Benefits

• Communicate and connect with established and prospective CBN partners through ministering prayer using accepted biblical doctrine
• Share information about CBN and its affiliated ministries
• Encourage financial support
• Facilitate ministry activities and contribute to CBN’s Biblical mission to advance the Gospel of Jesus Christ worldwide

Bilingual Contact Center Representative

• Communicate and connect with established and prospective CBN partners through ministering prayer
• Share information about CBN and its affiliated ministries
• Encourage financial support for CBN
• Serve in ministry activities and contribute to CBN’s Biblical mission

Contact Center Representative – Full Time & Part Time

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center, Part Time

• Assist members and personnel with their telephone requests
• Provide timely responses to any and all member requests
• Communicate any changes or disruptions in digital services

Contact Center Representative

• Provide support via phone, email, and chat
• Resolve cancellation requests with tailored solutions
• Assist clients based on needs
• Manage scheduling and case tracking

Retention Specialist – Call Center, Customer Retention & Save Calls

• Join our team as a Benefits Call Center Representative.
• Work in customer service.
• Solve complex problems and deliver solutions.
• Work collaboratively as a dependable team player.

Benefits Call Center Representative

• Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction.
• Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders.
• Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution.
• Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends.
• Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics.
• Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment.
• Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators.
• Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience.
• Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.

Operations Director – Call Center

• Conduct patient experience surveys via outbound phone calls.
• Clearly explain survey purpose and questions to respondents in a neutral, professional manner.
• Accurately record survey responses and ensure data integrity.
• Maintain strict confidentiality and comply with HIPAA and organizational privacy policies.
• Meet productivity, quality, and response rate benchmarks.
• Handle patient interactions with empathy, professionalism, and cultural sensitivity.
• Identify and escalate patient concerns or issues according to established procedure.
• Document call outcomes and update survey systems accurately.
• Participate in training, calibration sessions, and quality assurance reviews as required.

• Offer subject matter expertise to patients and handle escalated calls
• Manage Salesforce and our message center
• Handle insurance tasks
• Set an example by meeting SLAs consistently
• Occasionally lead team huddles and meetings
• Attend on-boarding and learn about OrthoFi’s culture
• Train in our OrthoFi Software
• Complete customer service and collections specific on-boarding curriculum
• Handle all outbound and inbound communications with financially responsible parties

Bilingual Orthodontic Contact Center Representative

• Handle incoming and outgoing Proxy Solicitation and Information Agent calls.
• Handle a large volume of calls from an automated dialer.
• Manual research of contact information for shareholders.
• Solicit shareholder votes and accurately record voting instructions.
• Respond to shareholder inquiries using fact sheets and materials provided.
• Maintain an updated call center database by entering information.
• Produce results and maintain required performance metrics.

Bilingual Call Center Representative

• Design, implement, and manage IVR flows, contact routing, and queue structures using Genesys Cloud Architect for inbound/outbound calls, email, and SMS.
• Perform full platform administration, including users, campaigns, scripts, prompts, and permissions.
• Develop and maintain custom integrations with internal systems and third-party applications using Genesys Cloud APIs (RESTful), webhooks, and secure connectivity protocols such as OAuth.
• Configure and optimize data actions, reporting, and contact center features to support business teams.
• Create and update campaigns and contact lists for outbound operations.
• Contribute to Agile ceremonies (sprint planning, code reviews, retrospectives) and maintain documentation for workflows, integration patterns, and deployment processes.
• Troubleshoot complex issues across voice technology, routing logic, and integration points.

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