Contact Center Agent

Independent Living Systems, llc; California (MO); On-site; USD 23,000 - 32,000; Full time

Job summary

Independent Living Systems in Mariposa, CA is hiring a Contact Center Agent to handle inbound and outbound calls, assist members and providers, and schedule appointments with a focus on service and accuracy.

The role requires excellent communication, data-entry skills, and flexibility to work shifts while upholding HIPAA and organizational standards. Experience in healthcare contact centers is preferred.

Qualifications

• High School Diploma or GED is required.
• Experience in a contact center, preferably healthcare.
• Ability to manage high-volume contact center demands.
• Familiarity with inbound/outbound processes and phone systems.
• Basic clerical data entry and record keeping.
• Ability to work flexible hours to accommodate shifts.
• Strong interpersonal and communication skills with diverse populations.

Responsibilities

• Handle a high-volume of inbound and/or outbound calls in a professional, courteous, and empathetic manner.
• Provide information on healthcare services, scheduling, and member/provider inquiries.
• Document call details and update member records accurately.
• Maintain compliance with healthcare regulations and confidentiality standards.
• Collaborate with stakeholders to resolve issues and escalation concerns when needed.
• Aim for first-call resolution and maintain service level expectations.

Skills

Customer service

Communication

Multitasking

Data entry

Flexible hours

Education

High School Diploma or GED

Tools

Phone system

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Agent

Full Time Clerical Mariposa, CA, US

Salary Range: $17.00 To $23.00 Hourly

We are seeking a Contact Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Contact Center Agent will serve as an essential point of contact between members, healthcare providers, and administrative teams. The Contact Center Agent’s primary objective is to deliver exceptional customer service by efficiently managing both inbound and outbound calls, addressing inquiries, scheduling appointments, and resolving concerns with professionalism and empathy. The Contact Center Agent will contribute to the smooth operation of the contact center by maintaining accurate records and adhering to established protocols and compliance standards. The Contact Center Agent must handle a high volume of calls while maintaining a calm and courteous demeanor, ensuring that each interaction supports positive member experiences and organizational goals. Ultimately, the Contact Center Agent’s efforts will help facilitate effective communication and support the delivery of quality health and social care to vulnerable populations.

Minimum Qualifications:

• High School Diploma or GED.
• Proven experience working in a contact center environment, preferably within healthcare or a related field.
• Ability to manage high volume contact center demands.
• Familiarity with inbound and outbound customer service processes and phone systems.
• Basic clerical experience and technical knowledge including accurate data entry and record keeping.
• Ability to work flexible hours to accommodate contact center shifts.
• Strong interpersonal and communication skills with the ability to engage with diverse populations.

Preferred Qualifications:

• Experience specifically in healthcare services or medical contact centers.
• Experience with Microsoft Office Suite
• Knowledge of healthcare terminology and member privacy regulations such as HIPAA.
• Certification in customer service or contact center operations.

Responsibilities:

• Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
• Handle a high-volume of inbound and/or outbound calls, providing accurate information on healthcare services, scheduling, and member and provider inquiries in a professional, courteous, compassionate and empathetic manner.
• Provide accurate, timely, and high-quality support through active listening, identifying needs, resolving concerns, and education on available programs, benefits and services, and processes.
• Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions.
• Collaborate with internal and external stakeholders to resolve issues and escalation concerns when needed.
• Ensure compliance with healthcare regulations, service level agreements, organizational policies, and confidentiality standards in all communications.
• Maintain established standards for schedule adherence, attendance, quality, member and provider satisfaction, and performance (including average handle time, after call work time, and outreach targets).
• Demonstrate professionalism through reliability, teamwork, strong work ethic, initiative, organization, and ongoing participation in training and professional development.