Call Center Representative

• Serve as a direct point of contact for individuals registering for disaster assistance.
• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
• Escalate dissatisfied callers to proper channels.
• Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.

Bilingual Contact Center Agent, Spanish/English

• Perform outbound surveys from home with respondents and accurately record their answers in both Spanish and English
• Collect and record opinions on topics from politics to customer satisfaction and beyond
• Work as part of Dynata’s Virtual Call Center team as a bilingual part-time telephone interviewer

Virtual Call Center Agent – Bilingual, Spanish/English

• Responsible for managing inbound calls throughout your entire shift
• Effectively utilize multiple tools and more than ten systems to accurately and efficiently assist travelers
• Handle emails and process requests while multitasking in a fast-paced environment
• De-escalate challenging calls
• Collaborate with the team
• Support side projects that showcase leadership and drive continuous improvement
• Meet and maintain Service Level Agreement (SLA) targets by ensuring timely response, resolution, and overall service quality standards

Call Center Agent – Travel Benefits

• Maintain and facilitate AllianceOne and/or client curricula to support new hire and existing employee development
• Create and continuously update training manuals, handouts, and instructional materials that cater to the needs of all learners.
• Deliver structured training sessions using various training methods encompassing both group and one-on-one scenarios to maximize learning outcomes.
• Regularly evaluate the competencies of employees and identify areas where development is required, tailoring your instructions to close these gaps.
• Track and report on the effectiveness of training programs, ensuring that the transfer of knowledge meets the organization’s objectives.
• Ensure that all records and content remain up to date in the appropriate systems
• Keep abreast of the latest developments in instructional design and training methods to provide innovative and effective sessions.
• Gather and analyze feedback to refine future training for better results.
• Organize training schedules, venues, and resources, ensuring seamless delivery of all programs.
• Partners with and support managers to assist them in carrying out their responsibilities on training matters.
• May perform other duties as requested not specifically addressed in this document

Training Generalist – Contact 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, Part Time

• Answering inbound calls promptly and professionally on behalf of our business clients
• Communicate fluently in both English and Spanish
• Take accurate, clear messages and relay them to clients in real time
• Schedule appointments and provide general client support per client instructions
• Following client specific call-handling instructions with care and consistency
• Deliver a warm, efficient, and courteous experience on every call

Bilingual Call Center Agent

• Provide front-line leadership, mentoring and staff development for Customer Service Representatives (CSRs).
• Create incentives, hold contests and activities to foster a fun work environment.
• Monitor calls to ensure quality service is being offered to all customers.
• Establish and monitor individual team members' performance against established goals.
• Drive the recruitment, interviewing, hiring, and onboarding of new associates.
• Assist in answering incoming calls during peak volume periods.

Contact Center Shop Care Supervisor

• Join our team as a Benefits Call Center Representative.
• Work in customer service.
• Solve complex problems and deliver solutions.
• Work collaboratively as a dependable team player.

Benefits Call Center Representative

• Verifies member information and inputs data for the pharmacists
• Educates members about prescriptions and medication resources or assistance programs
• Educates members on medication adherence-related topics to align closely with STARs Ratings and HEDIS quality measures
• Assists members with scheduling their preventive test/screenings and medication resources or assistance programs
• Makes outreach to members or providers to close care gaps and improve outcomes

Pharmacy Tech II - Call Center

• Supports ambulatory pharmacy operations through prescription processing, patient communication, and medication order coordination
• Ensures patients receive timely access to medications
• Performs data entry, supports billing and insurance adjudication activities
• Communicates directly with patients, providers, and pharmacy teams regarding medication-related needs
• Maintains accuracy, compliance, and efficiency throughout the prescription fulfillment process
• Provides distributive pharmacy services, assistance, and support for the pharmacist in an ambulatory/outpatient setting.

Pharmacy Technician – Home Delivery Call Center

• 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

• Verifies member information and inputs data for the pharmacists
• Educates members about prescriptions and medication resources or assistance programs
• Educates members on medication adherence-related topics to align closely with STARs Ratings and HEDIS quality measures
• Assists members with scheduling their preventive tests/screenings and medication resources or assistance programs
• Makes outreach to members or providers to close care gaps and improve outcomes

Pharmacy Tech II – CarelonRx Call Center

• Provides evaluation of member Rx needs and therapies through review of medication history
• Assesses member compliance with plan through direct contact with members and their physicians
• Determines potential barriers to compliance and identifies solutions to overcome barriers
• Ensures that members understand appropriate use of current prescriptions
• Reviews medications with physicians when therapies do not meet national standards and counsels physicians around alternative medications
• Serves as a resource to the clinical team in disease management and other clinical areas

Pharmacist Consultant – CarelonRx Call Center

• 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

• 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.

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