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

• Provide excellent customer service to support Freddie Mac Gateway, mortgage products, and technology offerings.
• Resolve customer inquiries while leveraging call center technology.
• Provide customer insights management and collaborate with cross-functional teams to improve the overall customer experience.
• Represent the organization as the principal customer contact on contracts and often performs project leadership role.

Senior Customer Contact Center

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network
• Demonstrates excellent communication skills and ability to speak clearly
• Reads text aloud from a computer and listens to spoken word to transcribe to text
• Learns and understands complex computer communication software, shortcuts, and command functions
• Works in a fast-paced environment and adapts to schedules influenced by call volume fluctuations

Call Center Representative, Communication Assistant

• 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

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• 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

• 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

• Provide billing support and perform collections management to recover past due account balances
• Use effective communication and interpersonal skills to assist customers
• Negotiate payment arrangements and process payment transactions
• Bring delinquent accounts current while upholding commitments to excellent service
• Support customers with credit/inbound and outbound collections, activations, and other duties as required

Bilingual Collections Representative, English/Spanish

• Handle customer interactions (calls, chats, emails) in a fast-paced environment.
• Identify upselling opportunities and close deals to reach your sales and commissions targets.
• Accurately resolve issues related to service, billing, payments, and collections.
• Explain bills and product features clearly.
• Troubleshoot basic problems and seek higher support if needed.
• Build customer confidence and loyalty by resolving issues.
• Support various customer inquiries, including technical issues.
• Work a flexible 40 hour per week schedule, which may include nights, weekends, and overtime.
• Paid training to set you up for success.

Call Center Sales Representative

• Serve as the primary point of contact for consumers navigating the mortgage process
• Provide empathetic, consultative assistance via inbound calls on mortgage-related topics
• Respond to written consumer requests with detailed, helpful guidance
• Take initiative to develop new skills and domain knowledge
• Conduct follow-up outbound calls to assist case managers with complex or long-standing consumer issues
• Collaborate with colleagues to identify and drive improvements to the consumer experience

Senior Contact Center Agent, Consumer Assistance Network

• 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

• Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues
• Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately
• Maintain a compassionate and composed demeanor, especially during high-intensity calls
• Relay critical information to the internal and external teams to expedite the dispatching process
• Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service
• Succeed in a structured environment where performance goals are set and measured, driving member satisfaction.

Call Center Representative – Roadside Assistance

• Answer all incoming calls within the established ring time goal
• Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions
• Stay apprised of any phone, check or debit card scams to identify potential loss or fraud on every call
• Use pleasant, professional voice, and good listening skills to enhance service
• Assist members with loan inquiries
• Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research
• Promote and maintain quality internal service at all times
• Attain and maintain knowledge of all credit union products and services
• Inform existing and prospective members of current promotions and new or updated products/services
• Utilize online account opening system to open various types of accounts for members
• Handle inquiries regarding funds availability/check holds and releasing holds within approved limits
• Perform other duties as required or assigned

Call Center Representative – Spanish Bilingual Preferred

• Answer all incoming calls within the established ring time goal
• Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions
• Stay apprised of any phone, check or debit card scams to identify potential loss or fraud on every call
• Use pleasant, professional voice, and good listening skills to enhance service
• Assist members with loan inquiries, educating/advise members on questions relating to accounts and product or service requests
• Promote and maintain quality internal service at all times
• Attain and maintain knowledge of all credit union products and services

Call Center Representative, Spanish Bilingual Preferred

• 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

• 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

• Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation
• Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
• Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations
• Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment
• Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

Senior Consultant – Contact 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

• Responsible for handling a high volume of patient and clinical business calls.
• Provide an exceptional and positive patient experience to every caller, striving for patient loyalty and confidence in accordance with UT Health Patient Experience program.
• Schedule appointments for new and existing patients following assigned clinic scheduling guidelines and protocols.
• Assists patients with any questions, concerns, medication refills and sending messages to appropriate provider or clinical staff.
• Perform after hour duties and responsibilities to assist patients with urgent medical or health concerns.
• Completes outbound calls to schedule patients, adhering to processes and procedures of those assignments.
• Meet or exceed UT Health metrics for contact center performance standards, with a focus on quality, accuracy, and timeliness of every call.
• Expert knowledge to provide exceptional service and appointment scheduling for all clinical areas.
• Maintain call quality assessment scores of 95% - 100% consistently.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Participate in ongoing technical, customer service, and other training to continually improve skills.
• Adapts to ongoing operational or changes based on business needs.
• Compliance with all clinical policies, procedures, and HIPAA regulations.
• Meets or exceeds time and attendance expectations as defined in UT Health Attendance Policies.
• Assists call center lead with training of new agents.
• Performs other duties as assigned.

Senior Contact Center Agent – Dentistry Practice Plan

• Provide customer service in a hybrid environment
• Handle various customer interactions (calls, chats, emails)
• Identify upselling opportunities and close deals
• Accurately resolve issues related to service, billing, payments, and collections
• Build customer confidence and loyalty by resolving issues
• Work a flexible 40 hour per week schedule including nights, weekends, and overtime

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