Call Center Representative

• Lead a team of 15-20 team members in a positive atmosphere in a remote setting, while working in office.
• Relay company goals, quality standards, and processes, and procedures to our team through servant leadership.
• Educate and support sales representatives through their sales experience.
• Build rapport and establish relationships with our team by genuinely listening, identifying needs, communicating with clarity, and providing solutions to their questions and concerns.

Sales Manager – Call Center Environment

• Lead a team of 15-20 team members in a positive atmosphere in a remote setting while working in office
• Relay company goals, quality standards, and processes
• Educate and support sales representatives through their sales experience
• Build rapport and establish relationships with the team by genuinely listening and providing solutions

AM Sales Manager – Call Center

• Lead end-to-end delivery for Retail Contact Center and Digital Support teams
• Own service levels, resolution times, employee experience and customer satisfaction
• Ensure consistent execution across customer segments and support channels
• Set and enforce performance standards and KPIs
• Own the contact center technology platform across the enterprise
• Drive platform strategy, capabilities, and roadmap
• Partner with IT and vendors on configuration, stability, and enhancements
• Lead all AI capabilities within Contact Center and Digital Support
• Identify and implement AI use cases that improve service delivery
• Establish governance for AI usage including quality control, compliance, and risk oversight
• Monitor AI performance and continuously optimize outcomes
• Identify and execute improvements in workflows, tools, and customer journeys
• Ensure Digital Banking customers receive high levels of technical support

Contact Center – Digital Support Director

• Serve as the primary subject matter expert and point of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrations
• Design, configure, and optimize inbound and outbound call flows, including agent and skill-based routing, queue management, and call distribution strategies
• Own and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuning
• Support and enhance IVR systems, including call flows, self-service options, and menu optimization to improve routing accuracy and reduce transfers
• Partner with business stakeholders to translate operational needs into technical solutions
• Troubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve stability and performance
• Collaborate with Workforce Management and Operations teams to ensure alignment between staffing models and telephony configurations
• Identify opportunities for automation, system enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)
• Maintain documentation of system configurations, processes, and best practices
• Stay current on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystem
• Provide ad hoc support and training to internal teams as needed

Senior Call Center Administrator

• Triage Symptoms: Assess callers using evidence-based protocols
• Deliver Immediate Care Advice: Recommend next steps, from self-care to urgent care
• Offer Health Education: Counsel patients on medications and test results
• Crisis Triage: Handle behavioral health, emergency, and complex calls
• Document Interactions: Accurately chart calls in EHR
• Team Collaboration: Work closely with a supportive leadership team and fellow remote RNs

Call Center Registered Nurse

• Provide courteous, prompt, and accurate responses to public inquiries in accordance with established protocols and procedures.
• Handle inbound inquiries via phone, email, and chat in a timely and professional manner.
• Share only approved and verified information and ensure all communications comply with program and company policies.
• Accurately document all customer interactions in the designated system for tracking and auditing purposes.
• Stay current on changes to procedures, FAQs, and program-related information.
• Collaborate with internal teams to escalate and resolve inquiries that fall outside standard support scope.
• Maintain confidentiality and follow all required data privacy and security guidelines during customer interactions.

Contact Center Rep – On-Call

• Engage in a positive and professional way with customers
• Resolve issues efficiently and accurately by understanding the customer's needs
• Contribute to the growth of the business by developing and deepening new and existing relationships
• Understand the customer's needs and identify opportunities to promote products and services
• Takes ownership of customer concerns, gathering data, analyzing, and resolving complex customer issues at first contact
• Ensure due diligence is taken to support the accuracy of all customer transactions
• Engage customers/partners through a consultative approach to identify their current and future service needs
• Arrive on time and ready to receive/make customer calls as scheduled throughout the shift

Bilingual Contact Center Representative, Overnight

• Greet our patients in a friendly and positive manner.
• Discuss and answer customer questions with a goal of one call resolution.
• Updating confidential information and insurance billing.
• Process credit card payments.
• Manage tasks within our internal work queues updating information as necessary.
• Respond to website patient inquiries via phone call to discuss concerns and provide resolution.
• Work with collection agencies to update and provide accurate information.
• Respond to Attorney requests for balances and correspondence as well as update and bill insurance.
• Complete workflow for patient self-pay accounts, reviewing correspondence, posting payments and resolving any concerns.

Medical Billing Representative

• Serve as a primary point of contact for Credit Union of Atlanta members via telephone, email, and fax
• Provide exceptional service, addressing member needs, supporting account and loan inquiries
• Identify opportunities to cross-sell products and services
• Verify the identity of each caller to maintain member security and confidentiality
• Accurately document all interactions and account activities during each member contact
• Assist members with account transactions such as transfers, payments, stop payments, check requests, and file maintenance
• Open and close accounts and initiate membership and loan applications via telephone
• Research and resolve issues related to deposits, withdrawals, loan payments, overdrafts, fees, and other account discrepancies
• Support members in using electronic services including online banking, mobile banking, remote deposit, and bill pay
• Set up and troubleshoot home banking and online bill payment services
• Process loan payments, account deposits, withdrawals, and temporary checks as needed
• Transfer calls to appropriate departments when further assistance is required
• Actively identify and recommend products or services that meet members' financial needs
• Consistently deliver a professional, courteous, and member-focused experience

Contact Center Associate

• Handle Incoming and Outgoing Customer Interactions via Phone, Email, or Chat
• Manage a high volume of incoming and outgoing interactions, ensuring prompt and professional communication.
• Use active listening skills to understand customer needs and respond appropriately.
• Adapt communication style to match the tone and urgency of customer inquiries, ensuring a positive experience.
• Provide Accurate Information and Resolve Customer Issues in a Timely Manner
• Deliver clear, concise, and accurate information about products, services, and company policies.
• Analyze and troubleshoot customer issues to determine the root cause and provide effective solutions.
• Follow up with customers as needed to confirm that issues are resolved to their satisfaction.
• Document Customer Interactions in the System and Escalate Unresolved Issues
• Record detailed and accurate notes for each customer interaction, including the nature of the inquiry, actions taken, and outcomes achieved.
• Ensure all data is entered into the customer relationship management (CRM) system in compliance with company protocols.
• Identify and escalate unresolved or complex issues to supervisors or specialized departments, providing all necessary documentation for efficient resolution.
• Promote Products and Services to Meet Customer Needs
• Identify customer needs through effective questioning and offer tailored solutions.
• Explain the benefits of additional products or services to customers in a clear and persuasive manner.
• Handle sales opportunities and retention efforts in line with company policies and performance objectives.
• Meet Performance Targets, Including Response Time and Customer Satisfaction Metrics.
• Strive to exceed key performance indicators (KPIs) such as average handling time, and customer satisfaction scores.
• Monitor personal performance and actively seek feedback to improve productivity and service quality.
• Maintain compliance with quality assurance guidelines and standards to ensure consistent and exceptional service delivery.

Contact Center Agent

• Handle a high volume of inbound calls from brokers, providing timely, accurate support across a range of inquiries
• Assist with day-to-day requests such as application status, system navigation, and general troubleshooting
• Use multiple systems and tools to research issues, document interactions, and deliver effective resolutions
• Apply active listening and critical thinking to understand each situation and determine the best outcome
• Meet performance expectations around call quality, attendance, productivity, and schedule adherence
• Maintain consistent communication with your supervisor and team
• Participate in team meetings and ongoing training to stay current on processes and updates

Call Center Agent

• Under close supervision, serves customers by answering incoming calls utilizing Denver Health and Departmental policies/processes to resolve customer requests and directing calls to the appropriate area when necessary.
• Responsible for effectively screening/identifying customer requirements and taking appropriate action based on this information.
• Provides assistance to Denver Health staff by collecting demographic, medical complaint and key information required to facilitate appropriate patient care and call resolution.
• Completes computerized patient scheduling, collection of comprehensive demographic and insurance information required to facilitate timely and accurate billing of services, obtainment of pre certification authorization and benefit information necessary for payment

Scheduler I, Call Center, Part Time

• Manages all aspects of call center activities in support of the program
• Ensures service delivery and contract deliverable execution
• Develops and implements strategies to meet the programs goals and objectives
• Monitors Contact Center performance metrics and operational KPIs
• Identifies trends, issues, and opportunities for improvement
• Establishes and maintains quality assurance programs
• Collaborates with external vendors and partners

Director of Call Center Operations

• Oversee day-to-day operations and governance of the US Medical Contact Center vendor.
• Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements.
• Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness.
• Manage budgets, forecasting, resource planning, SOWs, and operational governance.
• Partner with internal stakeholders to align contact center strategy with evolving business needs.
• Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement.
• Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.

Medical Contact Center Oversight and Strategy Lead

• Accept and process emails/service requests/updates from clients or technicians via phone and/or email
• Accurately document call information in database
• Update customer with service status and call completion information
• Solicit client/customer feedback to improve customer service
• Troubleshoot a variety of service tickets to determine best resolution for issues and client requests
• Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis
• Assist Field Service Technicians with service tickets, lock access, or other various workload issues
• Dispatch combinations for S&G lock system, dispatch combinations/close seals for Cencon lock system, and verify safety of on-site technicians
• Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging)
• Communicate essential information to co-workers and other departments
• Coordinate with Field Service to provide timely updates to clients on open service calls
• Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients
• Stay current with emails, procedural updates, and call handling documentation
• Work through Managed Source tickets as they are created in accordance with the procedures outlined in the MS Wiki
• Assign the appropriate Managed Source technician to MS tickets by determining tier status

• Responsible for hiring, supervising, training, motivating, and developing staff on an on-going basis
• Responsible for the consistent monitoring of team members’ quality and service standards through regular QA evaluations
• Proactively monitors and upholds daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service level and abandonment rate
• Maintains regular contact with team members regarding individual performance and overall department achievement of service and quality standards to provide coaching as necessary and recognize team and individual accomplishments
• Adheres to Credit Union policies, procedures while identifying and working to eliminate root causes of inefficiencies and formulating recommendations/feedback to management regarding operational policies and procedures
• Actively partners, collaborates, and communicates with other service departments to implement process and service improvements that will benefit the members and the team
• Assist in maintaining forecasting data and creating monthly schedules for the management team and all other units to ensure all communication channels are fully staffed and reduce flow out calls
• Responsible for collecting data for the regular reporting of agent productivity and department service levels
• Assist in the development, implementation and management of all job metrics related to various agent responsibilities including chats, e-mail, in-bound calls, and fulfillment responsibilities

Contact Center Team Manager

• 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

• Lead the design and development of next-generation Contact Center Digital Engagement Services
• Build modern, cloud-native, event-driven platforms for customer interactions
• Translate business needs into scalable, high-throughput systems
• Design and develop contact center components using open-source communication frameworks
• Engineer IVR systems with speech recognition and conversational AI integrations
• Build APIs, microservices, and real-time processing capabilities
• Partner with platform engineering, QA, and operations to deliver secure, reliable solutions
• Play a key role in migrating legacy systems to open-source, cloud-native platforms
• Advance CI/CD, automated testing, and infrastructure-as-code practices

Principal Software Engineer, Contact Center Digital Engagement Services

• Remote Contact Center Representative: Provide crucial support from home with comprehensive paid training and continuous coaching to empower you with industry knowledge and confidence.
• Verification and Follow-Up: Manage day-to-day verification and follow-up calls with healthcare providers to collect patient records. Also responsible for scheduling appointments with providers for record collection. Responsible for scheduling appointments with providers for record retrieval.
• Issue Resolution: Thrive in a work-from-home environment by resolving issues efficiently through phone and electronic communication.
• Flexibility and Adaptability: Ability to adapt to and follow additional instructions based on evolving project and business needs as required.
• Professionalism: Maintain a professional attitude while showcasing strong interpersonal skills, an outgoing personality, and a customer and team-focused approach.
• Productivity Tools: Swiftly utilize MS Office tools to streamline tasks and enhance productivity.
• Call Volume Management: Handle a high volume of outgoing calls effectively.

Contact Center Representative, Medical Record Retrieval

• - Provide education on the product and the self-administration technique according to the call scripts provided by the manufacturer and the guardrails established by the manufacturer
• - Receive inbound phone calls and make outbound phone calls to patients
• - Support patients through injection training and education by setting proper expectations of treatment
• - Provide education and training to healthcare providers if designated by the program
• - Document all inbound and outbound calls and other activities within the program database
• - Other tasks as necessary

Call Center Representative jobs in United States

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Sales Manager – Call Center Environment

AM Sales Manager – Call Center

Contact Center – Digital Support Director

Senior Call Center Administrator

Call Center Registered Nurse

Contact Center Rep – On-Call

Bilingual Contact Center Representative, Overnight

Medical Billing Representative

Contact Center Associate

Contact Center Agent

Call Center Agent

Scheduler I, Call Center, Part Time

Director of Call Center Operations

Medical Contact Center Oversight and Strategy Lead

Call Center Agent

Contact Center Team Manager

Service Team Coordinator – Call Center

Principal Software Engineer, Contact Center Digital Engagement Services

Contact Center Representative, Medical Record Retrieval

Bilingual Call Center Registered Nurse, English/Spanish