Call Center Representative

Focus Care Inc. - Woburn, MA (30+ days ago)


Focus Care, Inc. is a national company located just north of Boston, Massachusetts. We specialize in Medicare and Medicaid health risk assessments, care management and other nursing support services. Our Customer Service Representatives (CSRs) operate in a call center environment, dedicated to timely, thorough, and compassionate member care. In this structured inbound/outbound high call center environment, CSRs are responsible for scheduling, data entry, provider relations for all lines of business. Second Shift.

Responsibilities

  • Consistently provide members with exceptional customer service
  • Actively listen to customers and respond appropriately while following a call script
  • Utilize the company’s computer system to look up and record information regarding a member’s account
  • Ability to use multiple software systems while speaking with members
  • Held to data integrity performance standards
  • Contribute to a team effort to meet or exceed service, production and quality goals
  • Meet and exceed daily, weekly and monthly performance goals
  • Schedule members’ appointments according to the providers’ availability and geographic area they cover

Skills

  • Provide a high level of service to both members and providers
  • Desire to create a caring atmosphere for customers
  • Comfortable working under a fast-paced environment
  • Ability to persevere
  • Take ownership of work
  • See opportunity in the unexpected
  • Excellent communication skills
  • Computer savvy
  • Goal oriented
  • Highly motivated
  • High energy level
  • Bilingual | (English/Spanish or English and other language is a plus)

Requirements

  • College degree or comparable experience preferred
  • 2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred
  • CRM “Customer Relationship Management” system experience preferred
  • Prior experience assisting members and/or providers with telephone inquiries
  • Basic knowledge of personal computer operations and software packages
  • Experience with mapping software
  • Experience with Microsoft Office Applications to include Outlook, Excel (must have) and Word
  • Excellent interpersonal skills
  • Healthcare and/or sales experience preferred
  • Successful completion of in house phone skills training and product knowledge

Job Types: Full-time, Part-time, Temporary, Internship

Experience:

  • Call Center: 1 year (Required)
  • Customer Service: 1 year (Required)
  • Sales: 1 year (Required)

Language:

  • Spanish (Preferred)

Work authorization:

  • United States (Required)

Shifts:

  • Mid-Day (Required)