Contact Center Representative

Austin, TX

Full Time

Clinical Operations - Business Operations

Entry Level

Harbor Health looking for a personable Contact Center Representative to become a member of our team. Harbor Health is an entirely new multi-specialty clinic group in Austin, TX utilizing a modern approach to co-create health with those who get, give, and pay for it, allowing everyone to fully flourish. Join us as we build a fully integrated system that connects care to a better payment model that truly puts the human being at the center.

The Contact Center Representative will be the first point of contact between the client and Harbor Health. The Contact Center Representative will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Contact Center in a friendly, positive, and effective manner. Duties include following communication scripts, scheduling appointments, verifying client insurance, pre-registering clients for their appointments, properly advising clients of service estimates and performing other tasks that allow clients to visit their health center seamlessly.

Available shifts include 8am-4:30pm and 8:30pm-5pm M-F

Our Contact Center Representatives will be responsible for:

Demonstrating proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
Maintaining a positive, welcoming attitude in all client interactions
Offering prompt assistance to clients for a variety of services, including:
- Registering new clients into the EHR system
- Booking, canceling, and rescheduling appointments
- Inputting and updating insurance information
- Relaying client communications to provider
- Providing clients with pre-visit instructions as needed
Assisting clients with identifying a provider and appointment that is appropriate for their care
Using EHR systems effectively to guide the client's care
Screening clients for financial support using real-time eligibility (RTE), while escalating more complex questions
Contacting clients to notify when visits are canceled or rescheduled
Prioritizing the client first in all interactions, including adhering to all HIPAA guidelines and regulations
Providing training, support, and mentoring to colleagues
Working with supervisors to achieve the established performance metric standards
Using the phone system to track activities
Participating in ongoing training and quality assurance exercises
Adhering to all established workflows, scripting, and department greetings
Meeting performance goals for client experience, quality, productivity, and all performance metrics
Participating in special projects and performing other duties as assigned

Successful Contact Center Representatives will have:

High school diploma or GED
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multitask, set priorities, and manage time effectively
Ability to work a flexible work schedule
English language proficiency
1 year of experience in contact centers, pre-access, patient access, and/or physician practice office

Additional Skills & Experiences Preferred include:

Bilingual (Spanish) proficiency
Associates degree
Familiarity with call center systems and practices
Ability to understand and navigate EMR platforms

Physical Requirements of the role include:

Ability to sit (or stand if preferred) for long periods of time
Frequent keyboarding and ability to view a computer for a long period of time

If you are passionate about health care and you want to create something new together, please apply to be a part of our team!

Apply for this position

Required*

Apply with Indeed

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

What's your highest level of education completed?*

LinkedIn Profile URL:

What languages do you speak fluently?

Were you referred by a current employee? Please share the name of the person who referred you.

When are you available to start working?

Please share your salary expectations for this role?*

Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our Company in the United States?*

Do you have at lease (1) year of experience in a contact center, pre-access, patient access, and/or physician practice office?* YesNo

Do you have experience with EMR/EHR systems? If so, which ones?*

Please indicate your level of education below. Highschool or GEDSome CollegeAssociate DegreeBachelor's degree

Do you currently work for Harbor Health?*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Human Check*

Submit Application