Call Center Representative Lacuna Health

Kindred Healthcare - Louisville, KY3.4

Full-timeEstimated: $27,000 - $35,000 a year
EducationSkills
Description

We are recruiting for a Call Center Representative to join Lacuna Health in Louisville, Kentucky.

Summary:
Lacuna Health Call Center Representiative is responsible for accurately and efficiently placing, answering, and completing calls that are received into the contact center while providing the highest level of customer service. The Representative will use the appropriate procedures, tools and equipment to answer inquiries. This level of representative will handle routine inquiries which will have a well-defined protocol as well as some more complex inquiries.

Essential Functions:
Makes post discharge follow up calls to predifined patients
Works from a set of conversation guidelines to identify potential needs and escalates to a Registered Nurse to ensure patient needs are addressed appropriately
Acts on behalf of the customer in a healthcare advocate capacity
Handle inbound calls in a manner that falls within the service level agreement (SLA) established for the department
Display the ability to understand the reason/needs for the patient or clinicians’ call and page or contact the appropriate physician to meet the caller’s needs
Ability to utilize and maneuver several different software systems to resolve customer inquiries
Maintain accurate and up to date information in the documentation system
Meet specified goals and objectives as assigned by management on a regular basis
Provide exceptional customer service to all clients
Maintain confidentiality of account information at all times
Escalate any problems that may arise
Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct
Maintain awareness of and actively participate in the Corporate Compliance Program
Assist with other projects as assigned by management.

Knowledge/Skills/Abilities:
Positive attitude and ability to work well with others
Excellent communication skills
Professional, articulate voice
Ability to multi-task in several computer applications while holding a conversation with a customer
Enjoy working in a fast-paced environment while maintaining a professional attitude

Qualifications

Education:
High School Diploma or higher.

Experience:
Minimum six months of previous call center experience. Two years of previous call center experience and additional customer service experience preferred. Healthcare experience preferred.
Depending on a candidate’s qualifications, this position may be filled at a different level.

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