Call Center Representative

• Supports our Patient Engagement Center (PEC) and Marketing Department in delivering on our mission to help promote overall health and well-being.
• Ensure physical therapy patients get access to the care they need.
• Responsible for collecting, optimizing, and managing various processes, technologies, and data used to support call handling.
• Identify, create and administer processes and protocols which serve to optimize relationships with clinic staff.
• Collect data used in PEC and marketing processes and maintain data hygiene.
• Perform data migrations and segment data to improve efficiency of processes and campaigns.
• Assist in the set-up, testing, integration, and management of technology stack that supports PEC and marketing operations.
• Create reports that inform on process and campaign performance and drive decision-making for improvements.
• Collaborate and provide feedback to improve patient experience and advocate for effective enhancements.

Contact Center Operations Specialist

• Provides work force management support to the Contact Center and other assigned Teams.
• Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing operational and financial benefits, and impacts of scenarios.
• Accountable for real-time monitoring of workforce performance during Contact Center hours of operations.
• Alerts management to trends, discrepancies, or issues around changing service levels.
• Develops and maintains short term and strategic forecasts/capacity plans for inbound/outbound contact and non-call work volumes and staffing requirements based on historical trends and business growth objectives.

Contact Center Analyst

• 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

• Responsible for outbound and inbound customer service call handling related to patient scheduling, general inquiries, and service call interactions
• Providing excellent customer service during each interaction to support better patient health
• Following up with patients to ensure service satisfaction
• Escalating issues/concerns as appropriate
• Maintaining business relationships by providing prompt and accurate service
• Collaborating with team members across multiple departments to promote VIP customer service

Service Team Coordinator – Call Center

• 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

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

Healthcare Contact Center Agent

• Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels.
• Performs advanced problem solving and troubleshooting assistance on various customer software applications.
• Analyze customer requests and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customers across multiple subject matters.
• Develop and facilitate contact center training including but not limited to classroom or remote instructions.
• Complete account, product maintenance as well as complete high-risk monetary customer transactions.
• Responsible for creating a positive customer experience and representing the NBT brand and core values.
• The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels.
• The incumbent will support varied and complex customer inquiries through all channels.
• Supports consumer with all products.
• Effective customer service requires advanced knowledge of banking products and services required: loans, deposits, online & mobile banking, debit cards, and more.
• Ability to quickly assess complex situations, de-escalate, and identify alternative solutions is required.
• Advanced trouble shooting skills, awareness of frauds & red flags, and overall banking knowledge is necessary to make independent decisions and resolve customer concerns.

Contact Center Agent III

• Handle high-volume inbound customer interactions while delivering exceptional customer service.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution.
• Research issues thoroughly before determining if escalation is necessary.
• Maintain effective call control while demonstrating empathy, professionalism, and active listening.
• Ask probing questions to identify root causes and determine appropriate solutions.
• Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers.
• Accurately summarize every customer interaction within the CRM or ticketing system.
• Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution.
• Maintain concise, thorough, and accurate notes detailing what transpired during each interaction.
• Attach supporting documentation to customer cases when appropriate.
• Follow all client, state, and company policies while maintaining quality and compliance standards.
• Monitor email and Microsoft Teams communications throughout the workday without reminders.
• Adapt quickly to changing client processes and operational needs.
• Meet productivity, quality, attendance, and schedule adherence expectations.
• Support phone and chat channels as business needs require.

• receive all inbound and outbound calls for potential disability clients
• perform general office clerk duties (i.e., check email and Chat communication consistently)
• ask questions verbatim from a script to confirm eligibility for the potential client
• respect client confidentiality
• comfortable taking repetitive, back-to-back calls every work day
• flexibility to change work hours based on company needs
• performs other related duties as assigned

• 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

• Deliver prompt and professional member service, focusing on Clearview’s lending goals.
• Assist members with loan inquiries, applications, and cross-sales while promoting relevant products and services.
• Respond to member inquiries via phone and chat in general and specialty queues.
• Conduct interviews and set up loan applications.
• Pull and review credit reports; discuss with members.
• Identify cross-sell opportunities and escalate to loan officers.
• Maintain knowledge of loan policies, rates, and underwriting guidelines.
• Provide J.D. Power quotes for secured loans.
• Meet call volume and service KPIs.
• Educate members on products, services, and promotions.
• Participate in campaigns, trainings, and meetings.
• Share best practices and recommend process improvements.
• Cross-train in other lending areas (processing, real estate, etc.).
• Adhere to all organizational policies related to information security, privacy, fraud prevention, and regulatory compliance, including completion of required training and protection of confidential information.
• Perform other duties as assigned.

Call Center Representative – Loans

• Provide courteous, prompt, and excellent member service
• Answer all incoming calls, providing general account and loan information in a pleasant and professional manner
• Practice Call Center Standards for all incoming calls
• Build relationships by suggesting appropriate products and services to fit members’ needs
• Answer member telephone inquiries and provide appropriate suggestions to financial needs
• Meet average call volume goal and KPIs
• Communicate with our members through Chat on a rotating schedule
• Provide accurate and appropriate account information encompassing all share products
• Process requested account transactions and assist members with account problems
• Provide general loan information on member accounts
• Open a variety of sub-share accounts
• Build relationships by educating members on Clearview products and services
• Work a variety of shifts based on operational needs
• Attend required Clearview training and meetings
• Remain current on promotional and marketing mailings
• Handle other duties as assigned
• Support Clearview’s Commitment to Diversity, Equity & Inclusion by welcoming and embracing the unique differences of others, treating others fairly and equitably, and creating an inclusive experience where others feel respected and valued

• 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

• 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

• 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

• Handle requests from participants, financial advisors, and plan administrators
• Provide explanations regarding benefits and plan provisions
• Process financial and non-financial transactions timely and accurate
• Maintain confidentiality and keep department, client and participant HIPAA compliant

• 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.

Call Center Representative jobs in Pennsylvania

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Contact Center Operations Specialist

Contact Center Analyst

Manager, Contact Center and Systems Operations

Service Team Coordinator – Call Center

Virtual Call Center Agent – Bilingual, Spanish/English

Call Center Agent – Travel Benefits

Healthcare Contact Center Agent

Contact Center Agent III

Call Center Representative

Call Center Representative

Bilingual Call Center Agent

Call Center Representative – Loans

Call Center Representative

Benefits Call Center Representative

Patient Call Center Coordinator

Lead Software Engineer – Genesys Cloud, Contact Center, IVR

Call Center Representative

Member Outreach Coordinator – Call Center