Contact Center Representative - Bilingual Required

 Aunt Martha’s Health and Wellness boldly commits to supporting the well-being of our communities, ensuring equity in access and delivering exceptional care inspired by a culture of innovation.  We are taking a responsible approach to creating environments that allow us to do what we do best—provide healthcare and wellness.  As a part of our commitment to health and safety, COVID-19 vaccines are required for all employees, as well as all newly hired employees.  We require documentation upon hire.

POSITION SUMMARY:

This is a Telework position that requires staff to work from home. It is a high-volume contact center position, and the position consists of handling inbound calls coming in through the agency's toll-free number and making outbound calls. Calls will also include requests about the agency as a whole. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer service by greeting, listening, orienting the caller to Aunt Martha’s, and ensuring concerns are addressed during the call.  Provide knowledgeable responses to inquiries in a courteous and professional manner. 
• Representatives will schedule, reschedule, and cancel appointments correctly and assist callers in a timely manner.
• The employee shall provide an adequate and safe space at the remote worksite.
• The employee will not let non-work-related events and activities disrupt or interfere with work at the remote work site. 
• The telework model requires continuous use of the Five 9 portal/phone system, electronic medical record portal (Athena), and Outlook email as the main methods of communication with patients, managers, and peers.
• Monitor the call queue for calls holding and address calls as presented.  Gather appropriate documentation on all calls handled. 
• Reach out to on-call doctor/nurse as needed. 
• Attend meetings to keep up with updates and changes. 
• Conducts insurance verification at the time of scheduling appointments.
• Meet daily productivity expectations.  
• Promote the use of multiple Health Services including but not limited to primary medical services, dental services, obstetrics/gynecology and behavioral health.
• Utilize databases and written materials to look up and provide proper information to telephone inquiries. 
• Work collaboratively with health center staff and leadership.
•  Meet or exceed the standards of behavior as outlined in Aunt Martha’s Core Values.
• Adhere to the Privacy Act of 1974 as it relates to the confidentiality of information released.
• Complete all core curriculum trainings required.
• Perform all other job duties and responsibilities as assigned.

BENEFITS

• - Health, Dental, and Vision Insurance
• - Disability and Life Insurance
• - Paid Vacation, Sick Days, and Holidays
• - Retirement Plan
• - Employee Assistance Program (EAP)
• - Employee Discounts (including cell phone services, restaurants, and more)

POSITION REQUIREMENTS/EDUCATION:

Education:

• High School Diploma or General Educational Development (GED).
• One to three years of customer service experience preferred.  
• Experience with resolving customer issues within a fast-paced environment is strongly preferred.
• Experience in working with Microsoft Office programs is essential.
• Ability to speak, read, and write in both English and Spanish fluently is required. 

Physical/Environmental:

• Ability to sit for extended periods.
• Ability to utilize a computer, monitor, and keyboard for 8 to 10 hours.
• Ability to use hands to handle or feel, and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Normal accessibility and mobility are required.
• Regular overtime/extended work hours may apply.

OTHER QUALIFICATIONS:

• Current driver’s license
• Current auto insurance
• Ability to work late evening hours
• Ability to work some weekend hours

Aunt Martha’s is an equal opportunity employer.  All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.