Call Center Representative

• 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

• Provides telephone support to the clinics by answering patient calls
• Accesses the Epic system
• Creates in basket messages
• Performs other duties as assigned

• Handles a high volume of inbound and outbound calls in a professional, courteous manner using call center telephony systems.
• Follows standard scripts and protocols to ensure accurate information sharing, while actively listening to patients, caregivers, and healthcare providers to assess needs and coordinate appropriate next steps, including confirming or rescheduling new patient visits.
• Practices excellent written, verbal, listening, and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Mosaic Pharmacy Service in the most favorable manner.
• Provide information about pharmacy services, including medication delivery, refill scheduling, and prescription status.
• Accurately document all interactions in pharmacy software and customer relationship management (CRM) systems.
• Route calls to pharmacists or appropriate pharmacy team members based on clinical or urgent issues.
• Assist patients with resolving issues related to insurance, co-pays, prior authorizations, and general pharmacy inquiries.
• Ensure all calls meet quality assurance standards, including compliance with HIPAA and internal operating procedures.
• Escalate complex or sensitive concerns to supervisors or pharmacists when necessary.
• Consistently meet departmental performance metrics (e.g., average handle time, call resolution rate, quality score).
• Participate in regular training sessions to stay current with pharmacy policies, procedures, and system updates.

Patient Contact Center Representative

• 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

• Serve as the central telephonic point of contact for prospective participants, caregivers, and referral partners, building trust-based relationships from the very first conversation.
• Make outbound follow-up calls to prospects who have expressed interest in learning more about Habitat Health PACE, including those from our partner organizations, such as Kaiser Permanente.
• Support inbound campaigns by answering questions, surfacing underlying needs, and educating prospects about PACE services, eligibility, and how Habitat Health can support their care.
• Understand the needs and requirements of prospective participants and their families, and clearly articulate Habitat Health's unique value proposition in the PACE landscape.
• Apply strong phone engagement skills including rapport building, active listening, qualification questioning, addressing objections and concerns, and guiding prospects to a confident next step.
• Assess preliminary PACE eligibility and guide qualifying seniors through early steps of the enrollment process, including support with the Medi-Cal application where appropriate.
• Coordinate the warm handoff to on-the-ground Enrollment Specialists, Outreach Specialists, and Intake Coordinators — ensuring a seamless transition from central touchpoint to local engagement.
• Perform service recovery, address prospect concerns, and de-escalate callers when needed.
• Manage time effectively and prioritize tasks across a high volume of inbound and outbound activity.
• Meet or exceed personal and team targets for call volume, conversion, and warm-handoff goals.
• Maintain accurate record of all prospective participant communication and activity using a Customer Relationship Management (CRM) system and Contact Center system.
• Maintain compliance with all CMS, DHCS, and Habitat Health policies — including TPMO recording obligations and all federal and state marketing requirements.
• Other duties as assigned.

Call Center Engagement Specialist

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

Contact Center Manager

• Lead the Contact Center Operations function to ensure teams, processes, and systems consistently deliver seamless experiences for clients, pet owners, and veterinary teams.
• Establish operating rhythms, governance, and performance expectations that enable managers to lead effectively and teams to deliver reliably across workforce management, training, quality, technology, analytics, and support.
• Own end-to-end operational performance, service levels, compliance, and operational readiness, including system changes, new capabilities, and organizational transformations.
• Oversee training strategy and execution, including new associate onboarding, ongoing capability development, and deployment of training for new tools, processes, and workflows.
• Lead internal program and project management for operations, ensuring new initiatives, technology deployments, and process changes are effectively planned, tested, communicated, and adopted across teams.
• Translate organizational priorities into measurable goals, KPIs, and reporting frameworks that drive performance, accountability, and continuous improvement.
• Ensure quality assurance of Contact Center activities through monitoring, trend analysis, and interaction (call/chat transcription) reviews, implementing corrective actions and coaching frameworks as needed.
• Partner with cross-functional leaders to integrate systems, streamline workflows, and deliver enterprise initiatives that reduce friction and improve outcomes.
• Leverage data and insights to anticipate trends, optimize capacity, guide priorities, and identify efficiency opportunities across multiple centers.
• Build and develop a high-performing operations leadership team, fostering a culture of accountability, collaboration, and continuous learning, with strong capability-building and succession planning.
• Ensure processes and technology investments are scalable and adaptable, supporting evolving veterinary, client, and operational needs.

Director, Contact Center Performance – Operations

• Engages with members and potential members across multiple communication channels (calls, chats, secure messages), delivering courteous, professional, and timely service tailored to each channel's specific demands
• Manages multiple types of interactions simultaneously, efficiently balancing inbound calls, real-time chat sessions, and secure messaging conversations to handle a variety of member transactions, including withdrawals, loan payments, wire transfers, and money transfers
• Adapts communication style to suit the medium (voice vs. text), ensuring clarity and accuracy when addressing member inquiries related to statements, share withdrawals, and loan payoffs in both written and verbal forms
• Provides technical support for online banking and other digital services, offering comprehensive troubleshooting through various member channels
• Adheres to security protocols, ensuring accurate member identification by following the Member Identification Program (MIP) and established security procedures
• Identifies sales and service opportunities across all communication channels by analyzing member behavior and needs
• Meets or exceeds production and referral goals while handling multiple channels and adapting sales strategies to fit different communication styles
• Maintains high efficiency and responsiveness across platforms

Part-Time Contact Center Multi-Channel Specialist

• Schedule new and returning cardiology patient appointments
• Maintain provider schedules according to established guidelines and preferences
• Ensure accuracy of patient demographics and appointment details
• Reschedule appointments and manage cancellations as needed
• Answer inbound calls in a professional and patient-centered manner
• Address patient questions or route inquiries to appropriate departments
• Coordinate communication between patients, providers, and internal teams
• Adhere to HIPAA and OSHA standards at all times
• Maintain accurate documentation in EMR systems
• Provide cross-coverage support across clinic locations as needed

Call Center Patient Services Representative

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication
• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns
• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines
• Utilize computer systems, software, and databases to accurately record patient information and interactions
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement
• Identify and communicate issues to senior level staff as appropriate

Tech, RX Call Center

• Respond to incoming calls and messages from patients, answering questions related to appointments, services, billing, and general inquiries.
• Provide clear, compassionate, and respectful communication with each patient to ensure a positive experience.
• Achieve daily inbound call goals aligned with call volume demands.
• Schedule, reschedule, and confirm patient appointments efficiently, ensuring alignment with clinic availability and patient preferences.
• Coordinate with clinic staff to ensure timely patient inquiry follow-up and updating patients promptly if changes are required.
• Verify insurance information and patient records for accuracy, notifying patients of necessary pre-visit requirements.
• Enter patient information accurately into electronic medical records (EMR) systems, maintaining confidentiality and adhering to HIPAA regulations.
• Manage patient files, notes, and communication logs to support seamless care coordination.
• Update records as needed and ensure all patient interactions are documented for future reference.
• Provide general administrative support to the clinic, assisting with patient referrals, follow-up calls, co-pay collection, and other tasks as needed.
• As needed, manage patient check-in and check-out and scan medical records.
• Communicate regularly with clinic staff to maintain up-to-date information on clinic operations, resources, and policies.
• Assist in developing improved communication processes to streamline patient services.

Healthcare Call Center Representative

• Provide initial support for customer requests via telephone, email, fax, or other available means of contact to the Support Center
• Quickly assess the user's issue and provides first level support for problem resolution
• Document information specific to the resolution and escalate unresolved issues expeditiously to the appropriate area
• Recognize operational challenges and suggest recommendations to management, as necessary
• Ability to work 40 hours per week (shifts available: 8:00 am - 5:00 pm EST or, 9:00 am – 6:00 pm EST or, 10:00 am - 7:00 pm ET or, 11:00 am EST – 8:00pm EST) under moderate supervision

Call Center Representative, Pharmacy Tech Support

• Develops and executes the strategic vision for the Contact Center, aligning with the Credit Union's mission, vision, values and objectives
• Initiates and drives department and enterprise-wide projects
• Leads and develops the Contact Center Team, establishing performance metrics/KPIs, sales goals, coaching and recognition practices
• Champions a member-centric approach to deliver exceptional service and strengthen member loyalty across all channels
• Establishes and maintains a quality assurance program
• Develops and implements standard operating procedures, ensuring consistency and efficiency in service delivery
• Oversees the Contact Center budget
• Leads workforce management
• Leverages technology to streamline operations
• Manages vendor relationships
• Serves as a key point of contact for Contact Center-related matters
• Identifies and mitigates operational risks

Director of Contact Center

• Drive Product Strategy
• Define and execute the product vision and roadmap for voice and contact center capabilities
• Identify opportunities to improve customer experience, reduce wait times, and increase agent efficiency
• Translate business needs into scalable product features, including routing, automation, and AI-driven voice solutions
• Own Product Delivery
• Lead the end-to-end product lifecycle—from discovery and prioritization through delivery and iteration
• Partner closely with engineering teams to build scalable, reliable, and high-performing solutions
• Drive adoption of AI-powered capabilities such as conversational IVR and intelligent automation
• Enhance Customer & Agent Experience
• Design modern contact center experiences, including: Intelligent routing to connect customers to the right agent faster, Seamless call transfers with full context, Natural, conversational voice interactions
• Continuously improve agent workflows to increase productivity and reduce friction
• Collaborate Cross-Functionally
• Work closely with Customer Support, Engineering, and Product teams to deliver impactful solutions
• Align stakeholders around priorities, trade-offs, and roadmap decisions
• Contribute to early-stage innovation and testing of new capabilities
• Leverage Data & Insights
• Use data, metrics, and user feedback to inform product decisions and drive continuous improvement
• Monitor performance and partner with engineering to enhance reliability and scalability

Product Manager, AI Voice & Contact Center

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel.
• Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to date knowledge of credit union products and services.
• Answers member inquiries about statements, share withdrawals and loan payoffs.
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance.
• Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures, including fraud detection and processing high-risk transactions.
• Identifies and promotes sales opportunities by understanding and addressing member needs, introducing loan programs, and offering applicable products and services.
• Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives by educating members on product features and benefits.
• All other duties as assigned.

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