Call Center Representative

• Promote strong and lasting Customer relationships in a Contact Center environment
• Provide quality Customer service and sales in an efficient and highly professional manner
• Create exceptional Customer experience with every client interaction
• Complete a broad range of financial transactions with accuracy and efficiency
• Support the achievement of business objectives
• Participate fully as a collaborative member of the team
• Actively participate in personal career development

Contact Center Representative II – Bilingual Spanish

• 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

• 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

• 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

• Directly leads and supervises a team of Contact Center specialized support team members
• Responsible for monthly coaching, performance reviews, and team huddles
• Ensure compliance with regulatory requirements through ongoing review of procedures
• Work with all levels of management to ensure relevancy of training and delivery methods suitable to needs

Contact Center Training & Quality Control Team Lead

• 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

• Provides positive and professional inbound customer service
• Engages with prospective customers through various channels (live chat, phone, email, SMS)
• Takes ownership of customer concerns and resolves customer issues at first point of contact
• Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes)
• Participates in performance and development activities, including cross-training within own team

Contact Center Representative

• Provides quality customer service and sales in an efficient and professional manner
• Understands customer needs and identifies opportunities to grow the business
• Creates exceptional Customer experience supporting customers with various inquiries
• Completes a broad range of financial transactions with accuracy
• Follows all bank policies and procedures to reduce risk
• Refers complex questions to more experienced personnel
• Participates fully as a collaborative member of the team
• Actively participates in personal performance management and development activities
• Must be onsite for training and other important meetings

Contact Center Representative – Credit Card

• Promotes strong and lasting customer relationships in a Contact Center environment by providing quality customer service and sales
• Creates an exceptional customer experience with every client interaction
• Completes a broad range of financial transactions (e.g., account balance, statement requests, dispute handling)
• Follows all bank policies and procedures reducing risk to customers and the business
• Supports the achievement of business objectives by meeting individual and team objectives
• Participates in personal performance management and ongoing development activities

Contact Center Rep. II – Bilingual Spanish

• 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

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Coordinate and oversee daily workflows to ensure work is completed accurately.
• Support Team Leads with daily operational issues and production challenges.
• Monitor performance metrics and conduct regular KPI reviews for Team Leads.
• Provide direct supervision and leadership to Team Leads (typically 5–10).
• Partner with IT to identify, test, and implement system enhancements.

Medical Call Center Manager

• Services auto loan customers, dealerships, and other financial institutions
• Creates an exceptional customer experience supporting customers with inbound phone inquiries
• Completes a broad range of financial transactions with accuracy and efficiency
• Knowledgeable of various products/services and able to communicate relevant solutions
• Follows all bank policies and procedures reducing risk to customers and the business
• Actively participates in personal career development and takes ownership of personal growth

• Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, and respond to patient inquiries according to established protocols.
• Refill prescription requests by established protocols, notify providers and ensure patient care tasks are completed for critical results, and coordinate follow-up care post-discharge or post-operative.
• Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, while also assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor.
• Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD.
• Medically screen and qualify patients for clinical trials.
• Perform follow-ups and patient education.
• Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient education.

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Contact Center Representative II – Bilingual Spanish

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Contact Center Representative II – Bilingual Spanish

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