Call Center Representative

• To provide both internal and external assistance and excellent service to customers and employees through a Call Center Environment.
• Provide technical assistance and support for incoming calls and issues related to computer systems, software, and hardware to other bank employees (customers).
• Perform remote troubleshooting and determine the best solution based on the issue and details provided by customers.
• Update internal training documentation, as needed.
• Ask questions to determine the nature of the problem.
• Assist customers with Online Banking, Debit Cards, Credit Cards, and other account related questions.
• Position requires a mix of technical and customer service skills.
• Must be able to communicate effectively to understand the problem and explain its solution.
• Must portray a friendly and positive attitude during phone conversations.
• Other duties as may be assigned by other IT department managers.

• 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

• Assist in conducting training needs assessments to identify skill gaps and development opportunities across various departments.
• Support the development and revision of engaging training materials, including presentations, participant guides, job aids, e-learning modules, and other instructional content.
• Coordinate logistics for training sessions, including scheduling, material preparation, and communication with participants and instructors.
• Facilitate introductory training sessions or components of larger programs as directed.
• Administer and maintain the Learning Management System (LMS), including uploading content, tracking completions, and generating reports.
• Collect and analyze feedback from training participants to identify areas for improvement and measure program effectiveness.
• Collaborate with subject matter experts (SMEs) to gather content and ensure accuracy and relevance of training materials.
• Research and recommend new learning technologies, methodologies, and best practices to enhance the learning experience.
• Assist in managing vendor relationships for external training programs and resources.
• Support the overall L&D team in various administrative tasks and projects as needed.

Associate Learning & Development Specialist – Healthcare Call Center

• 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

• 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 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

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Call Center Representative

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