Contact Center Agent I

Overview

Provides efficient and courteous consumer service via various Contact Center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience. Works under direct supervision.

Compensation:

$17.49 - $21.80 Hourly

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do

• Support one line of business to begin learning a VNS Health area of specialty.
• Receive and responds to consumer inquiries. Resolve non-clinical inquiries and complaints related to customer service across VNS Health. Establishe effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution.
• Display empathy towards, actively listen to, and clearly communicate with consumers to ensure their needs are understood and addressed to create a positive experience.
• Establishe effective customer-focused working relationships with consumers to ensure issue resolution.
• Keep up with all organizational changes and updates through on-going training, coaching and educational materials.
• Adhere to general Contact Center standards and metrics (e.g., call handling parameters).
• Operate in a team-oriented and collaborative culture by actively sharing best practices and identifying opportunities for improvement to further enhance the consumer experience.
• Set up, coordinate and track services provided by the LOB, its contractors, and other community agencies and institutions. Follow up to ensure services are scheduled and provided, and ensures services are within the defined program parameters.
• Establishe effective working relationships and communications with consumers and internal contacts to ensure problem resolution.
• Act as liaison to VNS Health staff, departments and programs to trouble shoot problems and ensure that information received is accurate and updated.
• Participate in outreach programs that promote consumer retention, improved quality, and updates records on activities for management for review.
• Assist with planning and implementation of customer service and telephone responsiveness activities and initiatives. Tracks, organizes, and maintains records of service logs, performance reports and other data, as needed by management for review.
• Enter required data and reconciles input with documentation.
• Participates in special projects and performs other duties as assigned.

#LI-Hybrid

Qualifications
Education:
High School Diploma or equivalent required Bachelor's Degree in Communications, English, Public Relations or related field, or the equivalent preferred
Work Experience:
Minimum of one year of customer service experience preferably in a health care setting required Excellent oral/verbal communication and customer service skills required PC skills including Microsoft Office required Bilingual skills may be required as determined by operational needs.