Contact Center Agent at CIOX Health in Alpharetta, Georgia

Job Description:

Contact Center Agent

Job Locations

US-Remote

Requisition ID

2020-15518

# of Openings

8

Category (Portal Searching)

Customer Service

Overview

The Contact Center Agent is responsible for making outbound phone calls through a Dialer system to assigned medical providers to obtain required medical charts on behalf of Ciox's clients while following approved company and HIPAA guidelines.

Responsibilities

Handle outbound calls professionally and efficiently
- Must have strong customer service skills
- Handle and resolve scheduling issues with Provider Office while on the call
- Log all call transactions into the designated computer software system(s)
- Ability to assess and escalate calls as needed
- Responsible to meet company set performance goals (KPIs)
- Must be a teaam player and willing to adapt to change
- Use call scripts to encourage medical providers to send in charts via different retrieval methods, including onsite technician, fax, mail, provider portal, etc.
- Respond to questions or concerns from provider offices
- Adhere to the Company's Code of Conduct and policies and maintain HIPAA compliance
- Assist with additional work duties or responsibilities as evident or required

Qualifications

- High school diploma or GED is required
- 2-3 years Contact Center experience, outbound call and/or sales call experience required
- 1-2 years of customer service experience required
- 1+ year experience working in a remote capacity required
- Exceptional accuracy and attention to detail
- Strong verbal and written communication skills in English
- Telephone skills including the ability to speak clearly with a pleasant and professional tone
- Able to interpret and communicate information accurately
- Possess good judgment, patience, and diplomacy
- Ability to work in fast-paced, results-based environment
- Moderate computer skills including Windows based applications (Word, PowerPoint, Excel, and Outlook) and the ability to perform other basic computer functions
- Consistent and reliable attendance
- Ability to increase hours as needed

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Ciox provides equal employment opportunities to all associates and applicants for employment without regard to as race, color, national origin, genetic information, religion or religious creed, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, physical or mental disability, citizenship status, ancestry, military and veteran status, or any other characteristic as protected by state or federal law. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, benefits, leaves of absence, and training.