Call Center Specialist I - Houston - Cenikor Foundation

Description

Call Center Specialist I - Houston, TX
Cenikor's Value Proposition - What's In It for You?

• PURPOSE in your work - service to others, giving back to your community, helping to save lives, being fulfilled at work. See how we served last year.
• COMPETITIVE PAY, BENEFITS, PAID TIME OFF, $2k - $4k TUITION REIMBURSEMENT, up to 10% 401K and BONUSES - we hire and reward high performers.
  • Benefits for full-time team members include Medical, Dental, Vision, Basic Life & AD&D, LTD, STD, Accident, Critical Illness, HRA/FSA
• STABILITY and GROWTH - more than 55 years in business - our strong financial processes support our drive to serve more people and ensure stability for our team members.
• CONTINUOUS LEARNING and PROFESSIONAL DEVELOPMENT - we are committed to developing our leaders in their desired career path and promoting from within. We have Cenikor Career Pathways Program that you can join after 90 days of employment. We also have an annual leadership development program with assigned mentors to help you achieve your professional goals. More than 25% of our total employees have been promoted the last 4 years.
• STUDENT LOAN FORGIVENESS - The Public Service Loan Forgiveness (PSLF) forgives your qualified student loans if working for a non-profit for a specific period of time. Find out more here.
• The work we do isn't easy. If you like purposeful hard work, serving others and having FUN with your team while achieving goals, Cenikor will be the right place for you

SCHEDULE: Shifts vary between 7:00am-7:00pm (weekend availability is required)
ESSENTIAL FUNCTIONS:

• Manage in-bound and out-bound phone calls, chats, and emails for the general public while providing program information and maintaining strict confidentiality on all client and Foundation matters.
• Conduct follow up outbound phone calls and maintain follow up outcomes through client contact and documentation.
• Respond to Crisis/Red Flag calls and refer to clinical staff if needed.
• Collect and enter client intake information into the appropriate medical service software system to create and/or update client records. Ensure documentation is concise, thorough, and accurate.
• Inform caller of items to bring and/ or not bring to appointment (including clothing, insurance card, medications, office visit fee, and verification of income - if applicable).
• Responsible for collecting information and conducting initial screenings on potential clients in accordance with state regulations and third party payers.
• Adhere strictly to HIPAA regulations in regards to client confidentiality. Maintain strict confidentiality on all Foundation matters and refer questionable issues to your supervisor.
• Using Cenikor tools, ensure a soft verification of insurance coverage is performed via web and documented in the electronic healthcare record.
• Work closely and communicate effectively with Admissions, Insurance, and Clinical Intake Assessment departments to ensure all persons interested in admission to Cenikor are contacted within the set required timeframe and admissions are completed as appropriate. Complete any required documentation and reporting as required.
• Provide appropriate and effective communication to client/family, team members, and other health care professionals in regards to screens, benefits and appointment scheduling via phone, email or other means.
• Support organizational changes. Demonstrate flexibility in providing coverage and/or availability for the Access Center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Attendance is critical for client contact coverage per Cenikor attendance policy.
• Log into call center software and be available to assist collers from the start of the assigned shirt through the scheduled end of shift.
• Ensure completion of Big 5 performance management tool by the required deadline and use of SMART goals to support annual performance compensation review.
• Uphold the core principles of Cenikor's culture and create a positive working environment for all team members. Be able to effectively communicate the core principles of Cenikor's culture to staff and clients.
• Perform additional duties as assigned and consistent with the non-exempt functions as defined in this job description.

QUALIFICATIONS FOR THE POSITION:
Skills, Knowledge and Abilities:

• Skilled in customer service
• Excellent listening and phone presentation skills
• Ability to learn and use new technology and software quickly
• Fast problem solver and able to multi-task
• Ability to communicate calmly and effectively
• Possess excellent organization skills and high attention to detail
• Ability to work in stressful situations and react appropriately to clients, their families and other staff
• Ability to work in a team environment
• Knowledge of Microsoft Office software required, including specific MS Outlook calendar experience.
• Ability to consistently uphold the Core Principles of Cenikor's Culture:
• Demonstrate mission of service to our clients
• Positive, respectful communication with both staff and clients
• Demonstrate self-motivation and perseverance to achieve goals
• Role model appropriate, professional behaviors including appropriate client boundaries
• Work effectively as part of a team, helping to set up others for success

Physical Requirements:

• Sitting in normal position for extended periods of time.
• Reaching by extending hand(s) or arm(s) in any direction.
• Finger dexterity required to manipulate objects with fingers rather than with whole
• hand(s) or arm(s), for example, using a keyboard.
• Communication skills using the spoken word.
• Ability to hear within normal range.
• Ability to move about.

Education:

• High School Diploma or GED required
• Some college preferred

Experience:

• One year experience in customer service environment required
• One or more experience in a call center, front office, or admissions environment preferred

IMPORTANT NOTES:
Drug Free Workplace