contact center agent 3

VNS Health; New York (NY); On-site; USD 29,000 - 36,000; Full time

Job summary

VNS Health in New York seeks a customer service professional for its health care contact center. You will handle inquiries via chat, phone, email, and web, determine needs, and connect members with appropriate services.

The role emphasizes empathy, active listening, and clear communication, with collaboration across physicians, hospitals, and internal teams. Fluency in English and Mandarin or Cantonese is required.

Qualifications

• Two years of customer service experience, preferably in healthcare.
• Excellent oral and written English communication.
• Fluency in Mandarin and/or Cantonese preferred.

Responsibilities

• Respond to consumer inquiries via phone, chat, email, and web.
• Resolve non-clinical inquiries and complaints per standards.
• Maintain accurate service logs and reports.
• Collaborate with physicians, hospitals and staff to ensure issue resolution.

Skills

Excellent communication

Customer service

Bilingual English/Mandarin Cantonese

Education

High School Diploma or equivalent

Bachelor's Degree in Communications/English/PR

Tools

Microsoft Office

Job description

Overview

Provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience. Works under direct supervision.

* Supports three VNS Health lines of business after acquiring specialty knowledge in three LOBs.

* Receives and responds to consumer inquiries. Resolves non-clinical inquiries and complaints related to customer service across VNS Health. Establishes effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution.

* Displays empathy towards, actively listens to, and clearly communicates with consumers to ensure their needs are understood and addressed to create a positive experience.

* Establishes effective customer-focused working relationships with consumers to ensure issue resolution.

* Keeps up with all organizational changes and updates through on-going training, coaching and educational materials.

* Adheres to general contact center standards and metrics (e.g., call handling parameters).

* Operates in a team-oriented and collaborative culture by actively sharing best practices and identifying opportunities for improvement to further enhance the consumer experience.

* Sets up, coordinates and tracks services provided by the LOB, its contractors, and other community agencies and institutions. Follows up to ensure services are scheduled and provided, and ensures services are within the defined program parameters.

* Establishes effective working relationships and communications with consumers and internal contacts to ensure problem resolution.

* Acts as liaison to VNS Health staff, departments and programs to trouble shoot problems and ensure that information received is accurate and updated.

* Participates in outreach programs that promote consumer retention, improved quality, and updates records on activities for management for review.

* Assists with planning and implementation of customer service and telephone responsiveness activities and initiatives. Tracks, organizes, and maintains records of service logs, performance reports and other data, as needed by management for review.

* Enters required data and reconciles input with documentation.

* Participates in special projects and performs other duties as assigned.

Qualifications

Education:
High School Diploma or equivalent required. Bachelor's Degree in Communications, English, Public Relations or related field, or the equivalent preferred.

Work Experience:
Minimum of two years of customer service experience, preferably in a health care setting required.

Excellent oral/verbal communication and customer service skills required.

PC skills including Microsoft Office required.

Fluent in English as well as Mandarin and/or Cantonese required.

Pay Range

USD $20.98 - USD $26.23 /Hr.
About Us

VNS Health has been committed to meeting the needs of New Yorkers for over 130 years. We're one of the largest nonprofit home- and community-based health care organizations in the country, and today, more than 11,500 team members work together to make a difference in the lives of more than 99,000 patients and members on any given day.