Call Center Representative

• Own national phone performance against OKR targets (answer rate, speed to answer)
• Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
• Manage Contact Center platform administration and evaluate/implement changes to improve performance.
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.
• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
• Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
• Act as liaison between Ops, IT, and Clinical teams during implementations
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Manager, Contact Center and Systems Operations

• Handle telehealth-based phone calls and email inquiries.
• Answer questions about services, provider availability, insurance coverage, visit costs, etc.
• Assist patients in scheduling appointments for virtual consultations with healthcare providers.
• Provide technical assistance in enrolling, scheduling, joining telehealth visits, reviewing account information, etc.
• Investigate patient reports of incorrect costs, refund requests, insurance coverage, etc. and escalate cases to billing department.
• Gather patient feedback on provider quality, ease of use of self-service options, visit connectivity, etc.

Healthcare Call Center Representative

• Get under the hood of contact center operations, workforce levers, routing rules, and CRM-driven case handling
• Work directly with Dynamics 365 Customer Service and Contact Center configurations
• Review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption
• Identify issues such as ineffective escalation paths and poor knowledge relevance
• Inform and drive improvements while optimizing routing tables and refining omnichannel prioritization

Contact Center Specialist

• Support customers by answering inbound calls related to employee and retiree annuity benefits.
• Assist callers with retirement-related inquiries, benefit information, and general questions regarding their benefits.
• Manage a steady call volume while actively listening, navigating multiple systems, and providing accurate and timely resolutions.

Bilingual Benefits Call Center Representative

• Lead new hire onboarding, classroom training, system training, and certification to ensure quality of service provided aligns with Long Home values.
• Assist in coaching, developing and motivating agents to provide “world class” customer service and meet all KPIs.
• Facilitate role-playing, objection handling, and sales skill development sessions.
• Train teams on new products, processes, systems, Salesforce updates, and AI initiatives.
• Work with Pulse Center management to oversee the day-to-day operations of the Pulse Center.
• Ensure team compliance of use of appropriate contact tracking technologies.
• Conduct call reviews, side-by-side coaching, and quality assurance coaching sessions.
• Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
• Report on agent performance, training opportunities and areas of improvement to management and provide resolutions.
• Assist managers in providing verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company’s Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Successfully train and support rollouts of new products, processes, technology, and AI initiatives.
• Perform other related duties as assigned.

Contact Center Training Supervisor

• Answers, and screens high volume calls
• Registers patient’s demographics, telephone, and medication encounters
• Schedules patient appointments, using a computerized medical system or handwritten schedule
• Obtains pertinent patient information, maintaining and updating patient charts
• Codes lab requisitions with necessary patient data for proper processing and charging of lab work
• Schedules diagnostic tests and therapeutic procedures according to restrictions of HMO's, PPO's, etc
• Ensures that patients are notified and receive appropriate information regarding scheduled tests and procedures
• Performs related duties and faxing patient progress notes to referring physicians

Patient Services Assistant

• Under limited supervision, answers, and screens high volume calls
• Patient appointments, register patient’s demographics, telephone, and medication encounters
• Schedules patient appointments, using a computerized medical system or handwritten schedule
• Performs (pre) registration duties by obtaining pertinent patient information, maintaining and updating patient charts
• Codes lab requisitions with necessary patient data for proper processing and charging of lab work
• Schedules diagnostic tests and therapeutic procedures according to restrictions of HMO's, PPO's, etc.
• Ensures that patients are notified and receive appropriate information regarding scheduled tests and procedures, if applicable
• Performs related duties and faxing patient progress notes to referring physicians

Call Center Patient Services Assistant

• Monitor and evaluate customer calls, written inquiries, and chat interactions using established quality standards and approved evaluation forms
• Complete accurate quality reviews by documenting scoring decisions, required comments, supporting references, flags, remarks, and submission steps
• Provide timely coaching to associates, including reinforcing expectations, explaining scoring decisions, and addressing performance gaps below established thresholds
• Conduct recurring one-on-one coaching sessions with assigned associates to review results, discuss trends, answer questions, and support performance improvement
• Partner with frontline leaders to review team quality scores, recurring trends, repeated opportunities, and recommended coaching or remediation actions
• Participate in calibration sessions with quality peers and managers to promote consistent scoring, shared interpretation of standards, and alignment on evaluation expectations
• Analyze quality results to identify trends, process gaps, and development opportunities that support coaching, training, and operational improvement
• Maintain documentation, assignments, and supporting records in approved systems and shared repositories to ensure monitoring accuracy and reporting integrity

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