Call Center Representative

• Determine staffing targets, call volume trends and forecast changes based on capacity model
• Facilitate project work and schedule change adjustments
• Administer off phone time and training schedules
• Identify and recommend opportunities for process improvement and risk control development
• Provide guidance through mentoring, training and development
• Make decisions and resolve issues to meet business objectives
• Interpret policies, procedures, and compliance requirements
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Contact Center Planning Analyst

• 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.

Benefits Call Center Representative

• Provides the highest level of customer service patients and incoming callers via telephone
• Answer incoming calls in a friendly, courteous, professional & positive manner
• Maintain accurate records by verifying/obtaining patient demographic & insurance information
• Forward calls to appropriate practice/department for additional follow-up
• Document and enter messages into practice management system
• Promptly address inbound email inquiries and requests from patients
• Handle making outbound calls to schedule patients upon request
• Work collaboratively & courteously with all other departments to ensure a positive patient experience

Patient Call Center Coordinator

• Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines.
• Accurately collect information required by individual programs and correctly capture in specific program databases.
• Exhibit effective communication and tele-management skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Possess effective organizational skills, including working with multiple projects simultaneously.
• Adhere to all company policies and Standard Operating Procedures.
• Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

Contact Center Representative

• Providing outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans
• Assisting with answering questions about account balances
• Helping to make withdrawals, transfer funds, or find additional resources
• Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members
• Taking participant calls and providing accurate, satisfactory answers to their queries and concerns
• De-escalating situations involving dissatisfied customers, offering patient assistance and support
• Responding promptly to participants after thoroughly researching their questions
• Collaborating with other call center professionals to improve customer service
• Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers)
• Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites)
• Determining plan eligibility

Participant Service Center Representative – Inbound Call Center

• Responding to general customer inquiries regarding company schedule and requested lead times, equipment service, and invoicing
• Scheduling appointments with customers
• Contacting previous customers for renewal and prospective customers for new services
• Maintaining and ensuring accuracy of call details

Call Center Specialist

• 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

• 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

• Respond to inbound calls from existing customers
• Process service requests such as adding/removing vehicles and drivers, adding lienholder information, sending policy documents, etc.
• Help customers with questions they have regarding existing insurance policies in relation to coverages or policy benefits or make changes to existing policy
• Work to retain Jerry policyholders by actively finding solutions for customers who are at risk of cancellation

Call Center Agent

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
• Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
• Make outbound calls to pharmacies on behalf of the patient when needed
• Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
• Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
• Utilize electronic medical record platform to send requests and updates to field care teams
• Document clear and precise information into applicable electronic platforms
• Capture and document all patient requests prior to ending the call
• Monitor the CareReq queue to ensure the completion of any open requisitions
• Arrange transportation for center visits
• Schedule off-cadence or requested patient appointments
• Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
• Execute prescription requests according to up-to-date process standards and policies
• Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
• Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
• Responsible for maintaining licensure and certification
• Complete all Continuing Education expectations
• Other duties as assigned

Call Center Pharmacy Technician – Level 1

• Manage inbound and outbound contact centers by utilizing Alvaria Advanced outreach, Unified Command and Control (UCC) and Genesys.
• Future state, manage Inbound and outbound contact centers utilizing Five9 and Acqueon (ACM)
• Provide subject matter knowledge and interpretation of procedures to key business partners
• Coordinate and monitor implementation and maintenance of processes, procedures, and policies
• Interact with immediate Strategy and Execution colleagues on operational initiatives
• Provide support for a variety of diverse support functions for multiple business groups or a specific line of business

Contact Center Planning Analyst – Dialer Execution Administrator

• Make a high volume of outbound calls daily to members regarding cases received from health plans.
• Collect and verify member information by phone, ensuring accuracy and completeness.
• Accurately document all member interactions and update records in the system before case assignment.
• Perform repetitive outreach and data verification tasks with consistency and attention to detail.
• Address member questions or concerns, escalating to a Client Services Consultant as needed.
• Collaborate with the Client Services team to ensure smooth handoff and thorough information transfer.
• Conduct follow-up calls as necessary to gather outstanding information prior to case assignment.
• Adhere to company policies, procedures, and all data privacy regulations while handling sensitive information.

Member Outreach Coordinator – Call Center

• In this important role, you will work alongside a close-knit team spread across NC & SC to answer and route calls from injured people.
• It’s fast-paced, and requires a high degree of empathy as many callers are facing very difficult circumstances.
• You’ll often be the first voice people hear when they call, and you may be the last person they meet, as you hand them their check at the end of their case.

Bilingual Call Center Representative

• Provides a broad range of research, analysis, reporting, monitoring and/or operational process support within a defined area of function.
• Supports business by providing expert guidance/advice on a range of risk related matters within assigned or own area of specialization.
• Utilizes expertise to exercise sound and expert independent professional judgement and discretion in interacting and communicating with staff and senior management of the Bank with respect to regulatory risk and other matters.
• Acts as the primary subject matter expert and expected to make sound decisions in setting standards within area of expertise.
• Oversees and/or independently performs tasks from end to end.
• Builds stakeholder alignment in leading projects and activities; may provide process and subject matter advice at senior levels.

Senior Group Risk Analyst – Retail Distribution, US ATM, US Contact Center

• Schedule prospective blood donors from a variety of sources by phoning individuals to make donation appointments.
• Contact active or former blood donors to increase both the frequency of their donations and the number of donors at chapter offices or blood drives, to meet collection goals.
• Coordinate reminder calls, follow-ups, log-in of data and maintenance of records.
• Follow a process and appropriate scripting for conducting a call with a donor to ensure a consistent donor experience.
• Interact in a positive, proactive, and customer-focused manner with both internal and external customers, demonstrating care and compassion at all times.

Full-Time Call Center Agent I

• Attracts, selects, and develops a Digital or Technology Product Management team
• Manages day to day activities of the Digital or Technology product management team
• Responsible for end-to-end technology and digital product management activities for a product portfolio, or product line or group, or a major market segment or vertical market
• Sets new Digital or Technology product strategies and leads team to define product strategy for a product portfolio, product line or group
• Oversees the development, analysis, and alignment of product strategy and roadmaps
• Applies product management expertise in state-of-the-art digital and technology domains
• Improves the business outcomes by injecting strategic and innovative thinking in product and service solutions
• Guides teams in implementing data-driven methodologies across multiple channels, including emerging technology and mobility
• Collaborates with and influences senior leaders and other stakeholders to ensure successful product strategies and product/feature launches
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled

Director, Digital Product Management – Bank Contact Center Tools

• Conducts assessments and psychosocial evaluations on patients using criteria established by the Diagnostic and Statistical Manual of the American Psychiatric Association.
• Assesses and implements the crisis plan and crisis intervention for high-risk patients (i.e. suicidal, homicidal, psychotic, aggressive) uses appropriate skills and assessments.
• Maintains current knowledge/level of expertise in area of specialty and various treatment modalities.
• Identifies and works to resolve barriers to patients seeking and receiving behavioral health services.
• Adheres to the professional standards and code of ethics set forth by applicable licensing board.
• Demonstrates the ability to effectively communicate (written and verbal) with clarity and organization while ensuring appropriate communication occurs between the medical staff, leadership team, service line leadership and team members.
• Documents relevant assessment and progress updates in the medical record according to departmental standards.
• Demonstrates effective decision making in a rapid paced environment with attention to detail utilizing logical and appropriate clinical judgment.
• Participates in development, implementation, evaluation, and revision of departmental policies and procedures.

Telemental Health Clinician II

• You’ll instill confidence and loyalty in the customers through thoughtful listening, utilizing your knowledge of AT&T’s products and services to effectively service and retain customers.
• You’ll be an expert at simplifying the explanation of customer bills, rate plans, and features of AT&T’s products and services.
• You’ll also engage Tier 3 support (network and IT), third party vendors and suppliers as needed to address issues, service faults and provide customer resolution.
• With your vital knowledge, you’ll handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
• You'll use your problem-solving skills to troubleshoot and resolve various customer-impacting issues such as voice and data, that span multiple networks and elements.
• You'll need to keep up with changes to technology and applications, so you can provide the best resolution for the customer.
• Get customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T-provided software & applications.
• In this full-time position (40 hours/week) you’ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service.

Call Center Sales Representative

• Deliver virtual and classroom call center training for new hires and existing agents
• Coach agents through live call monitoring, roleplay, and one-on-one feedback
• Develop and update training materials, scripts, and sales exercises
• Identify skill gaps and escalate performance risks to the Training Manager
• Document daily EOD recaps and live monitoring findings with behavioral specificity

See all jobs on JobTailor

Contact Center Planning Analyst

Benefits Call Center Representative

Patient Call Center Coordinator

Contact Center Representative

Participant Service Center Representative – Inbound Call Center

Call Center Specialist

Bilingual Orthodontic Contact Center Representative

Senior Unified Communications Contact Center Developer

Call Center Agent

Call Center Pharmacy Technician – Level 1

Contact Center Planning Analyst – Dialer Execution Administrator

Member Outreach Coordinator – Call Center

Bilingual Call Center Representative

Senior Group Risk Analyst – Retail Distribution, US ATM, US Contact Center

Full-Time Call Center Agent I

Director, Digital Product Management – Bank Contact Center Tools

Telemental Health Clinician II

Call Center Sales Representative

Call Center Trainer

Call Center Agent