Contact Center Agent

Independent Living Systems, llc; Santa Cruz (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Independent Living Systems (ILS) is seeking a Contact Center Agent to join our team. You will serve as the primary contact for members, providers, and administrative staff, handling a high volume of inbound/outbound calls with empathy and professionalism.

You will schedule appointments, answer inquiries, and educate members on available programs and services. The role emphasizes accuracy, compliance with health information privacy, and collaborating with internal teams to resolve issues while

Qualifications

• High School Diploma or GED required.
• Experience in a contact center preferred in healthcare.
• Ability to handle high volume calls with empathy.
• Baseline data entry and record-keeping skills.
• Flexible hours to accommodate shifts.
• Strong interpersonal and communication skills with diverse populations.
• Familiarity with HIPAA is a plus.

Responsibilities

• Meet ILS mission and Experience Standards of Excellence.
• Handle high-volume inbound/outbound calls; provide scheduling and info.
• Provide accurate, timely support; educate on programs and benefits.
• Document calls; update records; aim for first-call resolution.
• Collaborate with stakeholders to resolve issues.
• Ensure HIPAA compliance and data confidentiality.
• Maintain schedule adherence and service quality.
• Demonstrate professionalism and ongoing training.
• Perform additional duties as needed.

Skills

Customer service

Communication

Data entry

Phone systems

Multitasking

Interpersonal skills

Flexible hours

Education

High School Diploma or GED

Associate's degree

Tools

Microsoft Office Suite

Job description

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:

• Associate's degree
• 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 elevate 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.
• Perform other duties as assigned.