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.

Lead Software Engineer – Genesys Cloud, Contact Center, IVR

• 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

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider
• Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy
• Present a positive, professional, and high energy approach to clients, health plan members, and team members
• Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 25 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment
• Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested
• Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems
• Report member complaints and escalations immediately to Member Engagement Managers
• Participate in peer side-by-side coaching as needed
• Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities

Outbound Call Center Representative

• Handle inbound and outbound calls
• Use consultative sales techniques to close deals
• Recommend training programs based on customer needs
• Meet or exceed sales goals and KPIs

Inside Sales Representative – Call Center, Pet Training Services

• Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects
• Manage and oversee day-to-day operations of a Medicaid related Call Center
• Serve as oversight/supervisor of dedicated Medicaid Call Center staff/team by overseeing hiring, training, staff recognition, and performance evaluation
• Manages customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training
• Manage and oversee assigned Medicaid Call Center processes, procedures, tasks, and activities, ensuring adherence to Agency Quality Standards
• Address any issues/disputes from customers or clients
• Act as advisor to subordinates to meet schedules and/or resolve problems
• Oversee the development and administration of schedules and performance requirements; may have budget responsibilities
• Oversee the development and implementation of call center policies and procedures
• Advise supervisors on how to handle escalated customer service issues as needed
• Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs
• Maintain accurate records of customer interactions and details of actions taken

Call Center Manager – Medicaid

• Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards.
• Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas.
• Maintain detailed and current knowledge of the company's/assigned client's products and services.
• Analyze customer service needs for communication to service and technical departments, when applicable.
• Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients.
• Provides standardized or scripted responses by utilizing basic user-friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.
• Enters required data into client provided systems and databases.
• Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
• Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

BPS Operations Processing Agent – Call Center

• Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, and respond to patient inquiries according to established protocols.
• Refill prescription requests by established protocols, notify providers and ensure patient care tasks are completed for critical results, and coordinate follow-up care post-discharge or post-operative.
• Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, while also assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor.
• Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD.
• Medically screen and qualify patients for clinical trials.
• Perform follow-ups and patient education.
• Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient education.

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