Call Center Representative

• Serve as the first point of contact for customers by phone and liaison between external customers and medical staff
• Answer incoming calls, assess urgency, triage, and direct calls according to established procedures
• Schedule and confirm patient appointments and coordinate scheduling with clinical personnel
• Obtain patient registration information and verify insurance eligibility
• Prepare charts and notify clinical staff of patient arrivals when applicable
• Answer telephones, take and relay messages, and route physician and staff messages appropriately
• Collect payments and post them accurately when applicable
• Assist patients with MyChart-related questions and stay current on updates and FAQs
• Document accurately in SPHPMA systems and EMR
• Respond to questions about physician offices, billing, referrals, authorizations, requisitions, and extended-care locations
• Complete patient forms

• Answer inbound calls professionally using customer service framework communication
• Follow up on inbound calls by resolving issues, documenting or relaying messages, and handling soft transfers
• Assist with appointment scheduling, missed-appointment follow-ups, and outbound confirmation calls
• Triage calls to identify requests, inquiries, complaints, or grievances; escalate, resolve, and conduct service recovery
• Identify and escalate emergency distress or client safety concerns to Senior Clerical, management, or clinical supervisors
• Complete Call Center Forms and maintain data call logs
• Fulfill surveys and reports issued by the Call Center Supervisor
• Complete Call Center task assignments from management
• Meet daily and weekly phone operations, performance metrics, and goals
• Maintain confidentiality and comply with HIPAA regulations
• Assist with case-management intake calls during coverage and staff call-outs
• Support the clinical team and maintain charts as needed
• Perform other duties assigned by the Senior Clerical Team and Call Center Supervisor

Call Center Representative, Bilingual Spanish

• Serve as a first point of contact for customers by phone and liaise between external customers and medical staff
• Answer incoming calls, assess urgency, triage and direct calls according to established procedures
• Schedule patient appointments and coordinate scheduling with clinical personnel
• Obtain patient registration information and verify insurance eligibility
• Prepare charts, notify clinical staff of patient arrivals, and handle patient forms
• Take and relay telephone messages and route them through the medical group EMR system
• Collect and accurately post payments when applicable
• Assist patients with MyChart-related questions
• Document accurately in SPHPMA systems
• Respond to questions about physician offices, billing, referrals, authorizations, requisitions, services, and hours of operation
• Provide a high level of customer service to internal and external customers

• Build lasting member relationships through every interaction
• Troubleshoot and resolve member questions
• Perform a variety of financial transactions
• Educate members on products and services that meet their financial needs
• Maintain knowledge of core systems and CCU products and services
• Answer incoming calls and member questions promptly and professionally
• Present and explain beneficial products to members
• Open new memberships, accounts, and services
• Assist members with account research requests
• Collect information to process outgoing bank wires while ensuring accuracy and safety
• Follow anti-fraud procedures
• Educate members on electronic service channels
• Assume responsibility for other assigned projects or duties

Bilingual Spanish Call Center Specialist

• Serve as the primary point of contact for members
• Deliver service through inbound and outbound phone communications, email, and other digital channels
• Provide prompt, professional, and courteous member service
• Build positive relationships by understanding member needs and delivering effective solutions
• Resolve member inquiries accurately and efficiently
• Assist with account inquiries, balances, transaction history, and account maintenance requests
• Process account transfers, stop payments, address changes, debit card requests, and other member service transactions
• Assist members with online banking, mobile banking, bill pay, remote deposit capture, and other digital services
• Troubleshoot access issues and provide guidance on digital banking features
• Identify member needs through effective questioning and active listening
• Educate members on Credit Union products and services

• Provide general customer service for warranty plans, claims, credits, sales, and product registration
• Formulate business decisions based on information provided during calls
• Accurately document information within multiple database systems
• Adhere to KPIs defined by the leadership team and meet departmental expectations and quality assurance standards
• Back up the Outbound Contact Center Team by closing extended warranty sales with progressive calling
• Perform other duties as assigned