Call Center Representative

• Handle inbound and/or outbound calls related to healthcare services, Medicaid, eligibility, claims, billing, and provider inquiries
• Assess customer needs and resolve questions or concerns during the first interaction whenever possible
• Research inquiries using job aids, knowledge bases, contact center platforms, and other system tools
• Escalate complex or unresolved issues through established escalation paths
• Document customer interactions completely and accurately in required systems
• Meet productivity and quality standards, including Average Handle Time, Quality Assurance scores, and schedule adherence
• Identify recurring customer concerns, trends, and themes and communicate them to appropriate team members
• Follow HIPAA, data privacy, security, and confidentiality requirements when handling protected or sensitive information
• Collaborate with peers, supervisors, and team leads to resolve customer inquiries and support operational objectives
• Participate in cross-training, knowledge-sharing activities, and other auxiliary functions as necessary
• Support the Ohio Fiscal Intermediary account on a fully remote schedule, Monday through Friday, 8:00 a.m. to 4:30 p.m. Eastern Time, or as required by business needs

Healthcare Call Center Representative

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Engage and interview callers in a dynamic environment, applying critical-thinking skills and sound judgment beyond established scripts and decision trees
• Navigate multiple systems and applications simultaneously while accurately documenting and maintaining information
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Perform other duties as assigned

• Handle customer interactions through calls, chats, and emails
• Identify upselling opportunities and close deals to achieve sales and commission targets
• Resolve service, billing, payment, and collections issues accurately
• Explain bills and product features clearly
• Troubleshoot basic problems and escalate when needed
• Build customer confidence and loyalty by resolving issues
• Support customer inquiries, including technical issues
• Work 3–4 days weekly in the San Antonio center and 1–2 days weekly remotely from home
• Complete training and follow performance management, recurring management routines, and remote monitoring policies

Call Center Sales Representative

• Oversee and support new call center hires through onboarding, training, and nesting progression
• Guide new hires through onboarding processes and ensure proficiency in systems, processes, and knowledge
• Manage expectations, attendance, engagement, and skill transfers for direct reports
• Foster career growth and development
• Enhance results and productivity while reducing attrition during the ramp-up period
• Directly oversee a team of employees
• Address behavioral and attendance issues
• Ensure successful transitions to production
• Oversee daily team operations, task delegation, and resolution of day-to-day issues

Manager – Call Center New Hire

• Make outbound calls to book appointments
• Take inbound calls from members
• Confirm appointments and follow up on missed visits
• Update scheduling systems quickly and accurately
• Escalate urgent member needs when they come up
• Help members access care by ensuring appointments are booked, confirmed, followed up on, and escalated when needed

• Answer incoming calls within established ring-time goals
• Verify member identities using security PINs or approved security questions
• Identify potential loss or fraud, including phone, check, and debit-card scams
• Assist members with loan inquiries, payments, automatic transfers, payoff requests, rates, and payment history
• Advise members on accounts, rates, products, services, and error resolutions
• Maintain knowledge of credit union products and services
• Inform members about promotions and new or updated products and services
• Open accounts using the online account-opening system and offer relevant products and services
• Answer questions about cleared items, direct deposits, account transactions, funds availability, and check holds
• Process stop payments, debit-card requests, blocks, and travel notifications
• Troubleshoot online-account issues and reset or unlock member logins
• Prepare and submit wire-transfer requests
• Send requested documents securely through DocuSign
• Review and create copies of cleared items using internal software
• Handle Member Rewards program adjustments
• Make fee-reversal decisions within approved limits
• Meet established sales-referral and quality-assurance goals
• Complete Level I assignments and participate in department projects
• Conduct monthly individual dialogs with the manager
• Participate in credit-union-sponsored community and education events

Call Center Representative, Spanish Bilingual Preferred

• Answer all incoming calls within the established ring time goal
• Verify member identification using Security PINs or approved security questions
• Identify potential loss or fraud, including phone, check, and debit card scams
• Assist members with loan inquiries, payoff requests, rate information, payments, automatic transfers, and payment history
• Educate and advise members about accounts, rates, products, services, and error resolution
• Promote and maintain quality internal service with departments and branches
• Maintain knowledge of credit union products and services
• Inform members about promotions and new or updated products and services
• Open various account types using the online account opening system
• Answer questions about cleared items, direct deposits, and account transactions
• Process stop payments according to procedures
• Explain debit card holds and pending transaction requirements
• Troubleshoot online account issues and reset or unlock logins
• Prepare and submit wire transfer requests
• Send documents securely through DocuSign
• Review and create copies of cleared items using internal software
• Handle Member Rewards program adjustments
• Process funds availability and check holds within approved limits
• Handle debit card ordering, blocking, and travel notifications
• Make fee reversal decisions within approved limits
• Meet established sales referral and quality assurance goals
• Complete required Level I assignments and department projects
• Conduct monthly individual dialogs with the manager
• Participate in credit union-sponsored activities and community/education events

• Design scalable IT system infrastructure
• Implement system changes with consistency and autonomy
• Automate service delivery and maintenance tasks
• Build monitoring and tooling for systems
• Resolve complex technology production issues by troubleshooting IT systems
• Identify opportunities for improvements and make recommendations to management
• Analyze complex outages and identify opportunities for system improvements
• Apply engineering best practices, concepts, and patterns
• Understand customers and identify solutions and ideas with some assistance
• Evaluate potential technology solutions with some oversight
• Mentor junior engineers and potentially peer engineers
• Develop software-defined infrastructure in code in CI/CD pipelines
• Ensure risks associated with business activities are identified, measured, monitored, and controlled according to risk and compliance policies

Contact Center Voice Engineer – Mid Level

• Lead administration and optimization of call center platforms, primarily Five9
• Configure and maintain IVRs, call routing, queues, campaigns, SMS/chat channels, and communication workflows
• Manage dialing strategies and campaign performance to improve productivity and connect rates
• Monitor system performance and troubleshoot issues to ensure reliable operation
• Administer user access, permissions, and platform configurations
• Support integrations between Five9, Salesforce, and other enterprise systems
• Partner with stakeholders to identify process improvements and enhance user experience
• Collaborate with data teams to develop reporting and dashboards for call center performance metrics
• Create documentation, SOPs, and training materials
• Mentor junior administrators and support team members
• Ensure compliance with security, privacy, and operational standards

Contact Center Technology Manager

• Provide outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions
• Schedule appointments and provide support, education, and guidance to patients and providers
• Ensure a positive and exemplary patient experience by focusing on patient experience, satisfaction, and resolution
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Provide accurate information about products and services
• Resolve customer complaints and concerns in a timely and effective manner
• Document customer interactions and record details of inquiries, comments, and complaints
• Follow up with customers as needed to ensure issues are resolved to their satisfaction
• Meet or exceed established service level metrics for quality and productivity
• Stay up to date with product and service information and promotions
• Collaborate with other team members to provide excellent customer service
• Perform other duties as assigned by Contact Center leadership

Call Center Representative jobs in Texas

Healthcare Call Center Representative