Call Center Agent

OB STATEMENT
The Call Center Agent is responsible for providing basic customer service over the phone.

JOB FUNCTIONS

• Operates in a high volume, structured Call Center environment by responding to incoming calls.
• Listens and asks questions to identify customer needs and provides corresponding solutions (e.g. call

transfer, scheduling, answer to questions, etc.).

• Determines urgency of calls and contacts appropriate parties as necessary (e.g. Registered Nurses).
• Provides callers with general information of clinic services and hours of operation.
• Troubleshoot and helps resolve basic customer complaints or concerns.
• Determines types of appointments being requested by customers and schedules, reschedules, or cancels

such appointments as applicable.

• Reviews scheduling mix of various providers to properly schedule customer appointments.
• Verifies caller’s insurance coverage and/or sliding fee discount eligibility.
• Composes messages on callers’ behalf and delivers messages to corresponding parties.
• Listens to and responds to messages from after-hours service in a timely manner.
• Performs other tasks as required by supervision.

MINIMUM QUALIFICATIONS

• Education: Minimum High School Diploma or equivalent
• Specialized Training/Certifications: None
• Experience: None
• Knowledge: None
• Skills:

o Basic Computer Literacy
o Customer Oriented
o Attention to Detail
o Effective Communication
o Bilingual – Fluent in both English and Spanish

• Abilities:

o Must be able to speak, read, write, and comprehend the English language.
o Ability to sit for majority of the shift.
o Must be able to bend or stoop.
o Must be able to lift 20 lbs. unassisted
Job Description: Call Center Agent Page 2 of 2
o Must have good vision (e.g. near acuity and depth perception)

• Other:

o Must be able to periodically work on Saturdays.
o May require some local travel between different clinic locations.
o Must be able to maintain required immunizations as required by the organization.