Call Center Representative

• Provide support through inbound call handling.
• Verify caller and patient identity in accordance with client-approved authentication procedures prior to discussing any account or refund-related information.
• Assist callers in understanding the purpose of the refund initiative, the status of their refund and next steps based on client-approved workflows.
• Respond to patient inquiries using approved scripts, workflows, and escalation protocols.
• Accurately document all call interactions in client-designated systems, following training and documentation standards.

• Shape contact center transformation strategies that redesign service experiences, leveraging AI, automation, and omnichannel engagement to improve customer satisfaction and operational performance
• Conduct customer journey, call driver, and interaction analytics to uncover insights and identify opportunities for deflection, automation, and experience improvement
• Design future-state contact center operating models, integrating people, process, and technology with AI-driven decisioning and intelligent routing capabilities
• Lead and facilitate client workshops and stakeholder engagements, using data and GenAI-powered insights to align on transformation priorities and business outcomes
• Support the development of business cases and financial models, quantifying value from automation (e.g., virtual agents, IVR modernization, agent assist) and efficiency gains
• Contribute to AI-enabled service innovation, including conversational AI, agent copilots, knowledge management, and predictive service solutions
• Collaborate with cross-functional teams (design, data, engineering) to translate strategy into implementation roadmaps and scalable transformation programs
• Support business development efforts, crafting proposals and thought leadership around next-generation contact center solutions and AI-driven service transformation

Senior Consultant, Contact Center Transformation

• Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services
• Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports
• Spearhead programs to uplift service delivery, member benefits, and performance
• Analyze workforce management data to identify trends, risks, and opportunities that impact service levels and operational efficiency
• Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and customer experience
• Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations
• Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels
• Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations
• Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals
• Identify opportunities to improve workforce management processes, tools, and reporting automation
• Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making
• Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments
• Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions
• Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards
• Engage with different business units and external vendors on projects, ensuring cohesive operational alignment
• Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation

Call Center Operations Analyst

• Operates multi-line telephone system to answer incoming calls and routes members to appropriate AMC personnel
• Schedules appointments, responds to questions, and documents each call within the electronic health record (EPIC) and/or email
• Inputs and provides information related to member’s accounts including demographics and billing/insurance information
• Able to work successfully in a fast pace, dynamic work environment while providing high quality customer service
• Ability to handle several tasks at the same time
• Must comply with all federal, state and local laws and regulations, and AMC policies
• Answers phones, routes calls, schedules patient appointments, and ensures that patient demographics and insurance information are accurate
• Discusses overdue payments with patients and tracks patient billing histories to identify outstanding balances
• Creates telephone encounters, messages, email, notations and assign properly to staff

Temporary Call Center Agent

• Architect, develop, and support cloud contact center solutions, including AWS Connect and related services
• Integrate and apply technologies such as AI, speech recognition, and voice biometrics to improve customer experience and operations
• Partner with cross-functional teams to define requirements, design call flows, and deliver omni-channel capabilities (email, chat, web, click-to-dial)
• Drive automation and analytics to strengthen reliability and insight (e.g., workforce tools, call recording, journey analytics)
• Maintain documentation, capture business processes, and create training materials to support ongoing delivery and support

Senior Unified Communications Contact Center Developer

• Answer calls of a specific or general nature; directing members to appropriate departments as needed
• Perform basic teller functions, including processing deposits, withdrawals, and loan payments
• Perform account maintenance activities, including closing accounts
• Open new membership and subsidiary accounts
• Cross-sell products and services
• Answer questions and resolve problems on products and operational procedures
• Act as backup for other positions as needed

Contact Center Representative II

• Serve as the central telephonic point of contact for prospective participants, caregivers, and referral partners, building trust-based relationships from the very first conversation.
• Make outbound follow-up calls to prospects who have expressed interest in learning more about Habitat Health PACE, including those from our partner organizations, such as Kaiser Permanente.
• Support inbound campaigns by answering questions, surfacing underlying needs, and educating prospects about PACE services, eligibility, and how Habitat Health can support their care.
• Understand the needs and requirements of prospective participants and their families, and clearly articulate Habitat Health's unique value proposition in the PACE landscape.
• Apply strong phone engagement skills including rapport building, active listening, qualification questioning, addressing objections and concerns, and guiding prospects to a confident next step.
• Assess preliminary PACE eligibility and guide qualifying seniors through early steps of the enrollment process, including support with the Medi-Cal application where appropriate.
• Coordinate the warm handoff to on-the-ground Enrollment Specialists, Outreach Specialists, and Intake Coordinators — ensuring a seamless transition from central touchpoint to local engagement.
• Perform service recovery, address prospect concerns, and de-escalate callers when needed.
• Manage time effectively and prioritize tasks across a high volume of inbound and outbound activity.
• Meet or exceed personal and team targets for call volume, conversion, and warm-handoff goals.
• Maintain accurate record of all prospective participant communication and activity using a Customer Relationship Management (CRM) system and Contact Center system.
• Maintain compliance with all CMS, DHCS, and Habitat Health policies — including TPMO recording obligations and all federal and state marketing requirements.
• Other duties as assigned.

Call Center Engagement Specialist

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

Contact Center Manager

• Generate and close new business opportunities within contact center and related service lines.
• Lead contact center assessments for prospective clients, including staffing models, cost per contact, KPI performance, and quality programs.
• Use assessments as a consultative entry point to drive new engagements.
• Develop and expand executive-level client relationships.
• Lead client presentations, sales pitches, and solution design discussions.
• Own and contribute to RFP responses, proposals, and Statements of Work.
• Partner with Finance and executive leadership on contract reviews and negotiations.
• Maintain an active pipeline aligned to a $5M annual sales quota.
• Serve as a trusted advisor on contact center strategy, operations, and CCaaS platforms.
• Provide oversight and leadership support for contact center implementations and go-lives.
• Ensure clear communication and alignment across stakeholders.
• Guide contact center optimization and performance improvement initiatives.

Vice President, Contact Center Solutions – Service Management

• Maintains basic knowledge of surgeries performed at American Vision Partners facilities
• Counsels patients for surgery by providing clear, concise details about what to expect for the surgery
• Able to educate patients on the pre/post-operative instructions and the consents for surgeries
• Reviews all surgery paperwork to ensure we have received back from the patient the necessary signed documents
• Schedules necessary appts, as appropriate by specialty
• Monitors surgery schedules for cancellations/no-shows to ensure patient is contacted to reschedule
• Ensures all patient out of pocket money owed is documented and collected prior to surgery
• Helps to maintain referring provider relationships
• Helps create an exceptional patient experience
• Monitors the voicemail inbox and tasking inbox and responds to the inquiries to ensure patients are followed up with timely
• Answers incoming phone calls from patients concerning their surgery
• Maintains patient confidentiality at all times
• Participates in on-going training and continued education
• Encourages a team-oriented environment
• Performs any, and all additional duties as assigned

Call Center Premium Surgery Counselor

• Deliver engaging and impactful learning experiences that build employee capability, confidence, and performance across all brands.
• Design, update, and deliver new-hire and ongoing training programs that immerse employees in brand culture, products, and systems.
• Deliver product training for new launches using creative, interactive methods to drive engagement and knowledge retention.
• Create and maintain a monthly training calendar with clear class descriptions for employees and managers.
• Partner with leaders to identify capability gaps and deliver targeted development that supports performance excellence.
• Collaborate with managers to assess training needs, uphold performance standards, and deliver focused development opportunities.
• Track training impact and provide actionable insights on employee performance and progression.
• Support professional development initiatives across all brands and contribute to special training projects.
• Develop accessible, engaging digital learning solutions that support continuous development and scalable training delivery.
• Create and maintain online learning content using Litmos and Articulate, ensuring materials are current, interactive, and effective.
• Communicate training updates and share resources through Viva Engage and other internal platforms.
• Foster a positive and engaging learning environment that strengthens connection, confidence, and brand advocacy.
• Act as a brand ambassador for new hires, creating an engaging and supportive onboarding experience from day one.
• Occasionally support Contact Center operations by handling service interactions to stay connected to team workflows and customer needs.

Contact Center Trainer

• Answer telephone calls using an automated system and respond to basic to moderately complex member questions
• Research member calls/inquiries and respond according to service level agreements (SLAs)
• Document calls in a customer relationship management (CRM) ticketing solution
• Resolve member requests/inquiries and update CRM history with results
• Conduct outbound calls to members in response to customer direction or business needs

Bilingual Call Center Representative

• 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

• As a Business Premier Service Consultant, you’ll assist Business customers with requests, questions, and inquiries on all products and services offered.
• You’ll use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records.

Inbound Call Center Sales Representative

• Manage verbal customer escalations and complaints with empathy, confidence, and professionalism.
• De-escalate challenging calls and resolve customer concerns.
• Accurately document all interactions, findings, and outcomes in internal systems.
• Handle inbound/outbound escalated calls from customers regarding complaints, service concerns, and complex issues.
• Investigate customer concerns thoroughly and gather all relevant facts before determining next steps.
• Provide clear, accurate, and timely resolutions aligned with company policies.
• Maintain composure and professionalism during high-stress or emotionally charged interactions.
• Identify trends or recurring issues and escalate cases internally when additional review or support is needed.
• Collaborate with internal departments and leadership to resolve customer concerns efficiently.
• Follow all compliance, quality assurance, and documentation standards.

Supervisor, Verbal Complaint – Call Center

• Perform outbound calls to obtain appropriate information and document accurately
• Responsible for answering in-bound calls and assisting customers with pharmacy related services
• Maintain strict professionalism in all communication methods while providing efficient, courteous, and friendly service
• Contact insurance companies for benefit investigation and coverage eligibility
• Provide prior authorizations and appeals support
• Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs
• Update job knowledge by participating in educational opportunities and training activities
• Work efficiently both individually and within a team to accomplish required tasks
• Maintain and improve quality results by adhering to standards and guidelines by meeting quality standards set forth by program KPI’s
• Report ADE’s according to program policy and guidelines
• Adhere to all HIPAA guidelines
• May assist with onboarding new employees

Care Manager – Patient Support Call Center

• Oversee Synchrony’s Contact Center Modernization strategy, roadmap, delivery, and value realization
• Drive AI-powered transformation including intelligent self-service and agent assist
• Modernize omnichannel customer engagement across voice, IVR, chat, SMS, and messaging
• Deliver measurable results across customer experience, agent productivity, operational robustness, and cost efficiency
• Define and execute Synchrony’s enterprise Contact Center Modernization vision and roadmap

SVP, Contact Center Modernization

• The Contact Center Representative will provide customer information and patient support program services, including but not limited to inbound and outbound contacts (calling, live chat, email, and internal transfers), AE and PQC reporting, copay card activation, and access support to both Healthcare Providers (HCPs) and patients.
• Manage and respond to inbound and outbound calls/inquiries using a telephony, virtual, and chat platform and make outbound calls to HCPs and patients.
• Successful delivery of product messages and educational materials covering a variety of topics for HCP offices and patients to maximize the patient experience.
• Provide program information for prescribed products as needed and/or required, as well as report adverse events through approved processes to ensure compliance.
• Provide high-touch assistance with Patient Support Program services, offering emotional support and compassion to patients, while refraining from providing medical advice.
• Utilize approved resources and maintain compliance with program standards for calls, chats, or emails.
• Make complete, accurate and timely submission of all timekeeping, details, call activity, expense reports.
• Obtain all KPI’s including calls handled, schedule adherence, quality scores (call and system), training assessments, and certifications.
• Maintain minimum client and FDA Regulated compliance standards as defined by the quality monitoring process.
• Quickly identify what the caller is inquiring about and triage to the appropriate department.
• Complete accurate documentation of all calls, chats and emails.
• Keep current with market knowledge and competitive products.
• Maintain a professional image for client and client products.
• Participate in all required training and sales meetings.
• Any additional duties as assigned by program management.

Customer Contact Center Representative

• Responds to and resolves routine telephone calls from clients and bank employees concerning client accounts and client account-related services.
• Maintains knowledge of Bank products and services.
• Interprets and explains bank charges, policies, procedures, special programs, rates and initiates appropriate transactions.
• Resolves routine client service issues in a timely manner.
• Reviews issues, performs research, and initiates resolutions within established guidelines.
• Informs clients on cause of problems and explains corrective actions being taken.
• Advises management of irregular or recurring problems and suggests improvements.
• Follows established bank policies, procedures, and guidelines for transaction processing and client service.
• Protects the bank’s assets/income and maintains client information confidentiality.
• Responsible for following the Bank’s Information Security policies and procedures.
• Obtains/monitors bank account documentation.
• Responsible for promoting the bank’s client service philosophy.
• Supports the Community Reinvestment Act through participation in community organizations.
• Maintains current knowledge of bank regulations and ensures compliance with Federal, State and Bank policies, procedures and regulations.

• Lead and inspire a sales team to meet and exceed monthly revenue, conversion, and upsell targets.
• Motivate agents through sales contests, recognition programs, and coaching.
• Analyze sales performance and implement strategies to improve results.
• Conduct regular 1:1 coaching sessions focused on sales techniques, objection handling, and closing skills.
• Ensure every sales interaction is guest-centric, consultative, and aligned to TTC’s brand promise.

See all jobs on JobTailor

Call Center Representative

Senior Consultant, Contact Center Transformation

Call Center Operations Analyst

Temporary Call Center Agent

Senior Unified Communications Contact Center Developer

Contact Center Representative II

Call Center Engagement Specialist

Contact Center Manager

Vice President, Contact Center Solutions – Service Management

Call Center Premium Surgery Counselor

Contact Center Trainer

Bilingual Call Center Representative

Call Center Representative

Inbound Call Center Sales Representative

Supervisor, Verbal Complaint – Call Center

Care Manager – Patient Support Call Center

SVP, Contact Center Modernization

Customer Contact Center Representative

Call Center Representative

Contact Center Sales Performance Leader