Customer Service Center Agent I

Peak Vista Community Health Centers is a nonprofit health care organization whose mission is to provide exceptional health care to people facing access barriers through clinical programs and education. We provide integrated health care services including medical, dental, and behavioral health through our 20 outpatient health centers. We deliver care with our strong "Hospitality" culture. Our organization has over 800 employees and serves more than 74,300 patients annually in the Pikes Peak and East Central regions of Colorado. Our service area covers 14 counties, from the front range to the Kansas border, with locations throughout Colorado Springs, Fountain, Divide, Limon, and Strasburg. Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Compensation (Pay): $16.00 to $23.20 hourly/based on experience.

Summary of Benefits:

• Medical, Dental, Vision, Life, STD, LTD
• 403(b) Retirement with Company Match
• Paid Time Off
• Tuition Assistance
• Perks Rewards
• Employee Assistance Program

https://www.peakvista.org/resources/benefits-summary

Location: 3205 North Academy Blvd, Colorado Springs, CO 80917

Job Summary:

The Customer Service Agent I represents Peak Vista Community Health Centers (PVCHC) by providing outstanding customer service by professionally answering inbound patients’ calls with a compassionate and empathetic approach. A Customer Service Agent I will be adept in actively listening, conveying information effectively, and be service oriented when seeking ways to help and resolve problems. The goal of this position is to elevate the patient’s experience by actively listening and addressing questions/concerns to promote a one-call resolution. The schedule for this role is 9:00 AM - 6:00 PM, Monday - Friday.

Essential Duties and Responsibilities

• Answers all inbound patient calls.
• Schedules and reschedules appointments as needed.
• Transfers calls to appropriate office personnel and departments.
• Answer and route patient questions in a professional and patient-centric manner by asking probing questions.
• Communicates patient concerns and questions effectively and succinctly to the appropriate care team (s).
• Responsible for verifying and documenting necessary demographics, insurance, and other vital information.
• Understands and abides by all HIPAA guidelines.
• Demonstrates knowledge of and adherence to the Compliance Plan and conflict of interest requirements.
• Exhibits regular and timely attendance.
• Consistently meet call quality (quality assurance) and call center metrics.
• Demonstrates a high level of honesty, integrity, and accountability.
• Able to work in a fast-paced environment and take appropriate action while providing a high level of customer service.
• Follows all PVCHC instructions, procedures, and protocols when answering and handling calls.
• Appropriately escalates patient feedback and/or concerns with your management team.
• Must have knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear and detailed documentation of calls.
• Utilize efficient computer skills to complete daily tasks by displaying proficiency with all technology programs including but not limited to: NextGen, Cisco, Webex Microsoft Office.
• Actively exhibits empathy, compassion, patience, adaptability, and listening with understanding.
• Embraces cultural diversity amongst ourselves and our community.
• Communicates effectively and collaboratively with all levels of management and teammates.
• Responsible for the human, financial, and material resources as well as data and information entrusted to us.
• Strives to deliver the best outcomes and highest quality service.
• Develops and maintains good working relationships with all departments, the management team, medical staff, and leadership.
• Enhances the effectiveness, efficiency, and productivity of the department by contributing to, and participating in, departmental performance improves goals.
• Lives by Peak Vista Core Values to reinforce Peak Vista’s mission and values.
• Other duties as assigned.

Supervision Exercised: None

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Spanish bilingual preferred.

Education / Experience:

Education: High school diploma or equivalent education.

Work Experience: One-year of customer service experience preferred. Experience in a fast-paced call center as a Call Center Representative desired, but not required. Healthcare experience desired, but not required.

Computer Skills: Basic – ability to access the intra/internet to manage timecard, review policies and procedures, and read company communications; use e-mail to communicate with co-workers, leadership, and other departments; enter and correct data.

Certificates and Licenses: None

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OSHA risk level/work environmental hazards: This position has been categorized as OSHA Level Three. See Exposure Control Plan for details.

The noise level in the work environment is usually quiet.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 20 pounds. While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk.

*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace an an Equal Opportunity Employer.

**PVCHC participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com