Contact Center Agent I

VNS Health; New York (NY); On-site; USD 24,094 - 30,031; Full time

Benefits offered by this job

Referral bonus opportunities

Generous paid time off

Health insurance plan

Employer-matched 401k

Tuition reimbursement

Professional growth opportunities

Job summary

A nonprofit home health care organization is seeking a Contact Center Agent to provide excellent consumer service in a fully remote role. This position requires effective communication and empathy to resolve inquiries and foster positive relationships. Candidates should have at least one year of customer service experience, preferably in healthcare, with a high school diploma as a minimum qualification. The role offers competitive pay, extensive benefits, and opportunities for professional growth.

Qualifications

• High School Diploma or equivalent required.
• Bachelor's Degree in Communications, English, Public Relations or related field preferred.
• Minimum of one year of customer service experience required.
• Excellent oral/verbal communication skills required.
• Bilingual skills may be required.

Responsibilities

• Initiates proficiency in a specific area of expertise within VNS Health.
• Receives and addresses consumer inquiries and complaints.
• Demonstrates empathy and active listening with consumers.
• Establishes customer-focused relationships for issue resolution.
• Operates within contact center standards and metrics.

Skills

Customer service skills

Communication skills

PC skills

Bilingual skills

Education

High School Diploma or equivalent

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Overview

This contact center agent, fully remote position 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 to include empathy, integrity, and agility.

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched 401k retirement saving program
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care and commuter transit program
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement and CEU credits

What You Will Do

• Supports a designated line of business, initiating proficiency in a specific area of expertise within VNS Health.
• Receives and addresses consumer inquiries, resolving non-clinical issues and complaints across VNS Health, while fostering effective relationships with customers, physicians, hospitals, and internal contacts for prompt issue resolution.
• Demonstrates empathy, active listening, and clear communication with consumers to ensure their needs are understood and addressed, fostering a positive consumer experience.
• Establishes customer-focused relationships to ensure efficient issue resolution, staying updated on organizational changes through ongoing training and educational resources.
• Operates within contact center standards and metrics, fostering a collaborative culture by sharing best practices and identifying improvement opportunities to enhance the consumer experience.

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 one year 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
• Bilingual skills may be required as determined by operational needs

Pay Range

USD $17.49 - USD $21.80 /Hr.

About Us

VNS Health is one of the nation's largest nonprofit home and community-based health care organizations. Innovating in health care for more than 130 years, our commitment to health and well-being is what drives us - we help people live, age and heal where they feel most comfortable, in their own homes, connected to their family and community. On any given day, more than 10,000 VNS Health team members deliver compassionate care, unparalleled expertise and 24/7 solutions and resources to the more than 43,000 "neighbors" who look to us for care. Powered and informed by data analytics that are unmatched in the home and community-health industry, VNS Health offers a full range of health care services, solutions and health plans designed to simplify the health care experience and meet the diverse and complex needs of the communities and people we serve in New York and beyond.