Call Center Representative

KEY RESPONSIBILITIESThe Call Center Representative is responsible for upholding Abound Health's mission, vision and values by providing support, services, education and compassion to Service Recipients receiving Innovations Waiver or State Funded Services. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide a positive and friendly experience for client families and caregivers.
• Field incoming calls, text messages, and emails from client families, and caregivers
• Respond to all inquiries in a timely manner
• Ensure all scheduling requests are acknowledged, completed, and confirmed
• Follow call center best practices during interactions with client families, and caregivers
• Develop and master an understanding of client/caregiver scheduling procedures
• Ability to work interdepartmentally in order to problem solve and provide resolution
• Keep call logs, history, and records maintained to ensure our database has comprehensive data for analysis
• Review schedule and call center data on a regular basis and make corrections as needed
• Proactively work to fill open shifts
• Perform feedback and follow up interactions with Clinical staff to evaluate performance

GENERAL RESPONSIBILITIES

• Provide privacy and confidentiality of all electronic records and documentation
• Assure participants are free from abuse, mistreatment, and/or neglect and report any incidents of such to supervisor.
• Treat each participant with dignity and respect.
• Develop and demonstrate a thorough understanding of Abounds philosophy and purpose.
• Provide a positive atmosphere which facilitates growth and learning of coping skills.
• Perform duties as requested by Supervisor

SKILLS/EXPERIENCE/QUALIFICATIONSThe ideal candidate must be a highly driven, organized individual with a strong work ethic and core value system. Given that Abound Health is an organization that is experiencing rapid growth, the company looks with every recruit for the individual to have the capabilities and the aspirations to grow and develop in their role and beyond. The ideal candidate should possess fundamental skills and experience including:

• Attention to accuracy and detail in all aspects of responsibilities.
• Must be flexible and open to changing priorities and high demanding tasks.
• Be hands-on, proactive, results oriented, and engaged to fulfill all requirements as outlined in the above section.
• Excellent communication skills (oral and written); professional and presents well when interacting with Service Recipients, Family Members, Abound Team Members, other stakeholders as wells as community members.
• Ability to grasp mission, vision and values of Abound Health
• Good interpersonal skills
• Ability to multi-task
• Ability to cope effectively with stress
• Ability to envision and grasp both the “big picture” and details
• Ability to work in teams
• Understanding of ISP Implementation, Task Analysis, and Goal writing
• Understanding of requirements of third-party billing and Medicaid billing

Credentialing

• 2- or 4-year College Degree
• High degree of professionalism
• Excellent communications skills, written and verbal
• Experience in behavioral health, preferred but not required
• Working knowledge of OnTarget, preferred but not required
• Working Knowledge of Zen Desk Software, preferred but not required

Requirements

• Minimum of one-year experience working in a customer service capacity
• Previous experience in call center environment, preferred but not required
• Must be independently motivated and able to work without detailed direction
• Must be patient with the ability to work with diverse individuals throughout all levels of the organization.
• Strong computer skills; proficient in Microsoft Office Suite
• Reliable high-speed internet connection
• Personal computer with monitor, speakers, and microphone
• Google Chrome web browser

Position Type/Expected Hours of Work

• Remote/Work From Home
• Hourly Position
• 20-30 hours/week
• Flexible Hours
• Evening, Weekend, and Holiday hours required