Call Center Customer Service Rep 2
3.
2 Janesville, WI Janesville, WI Full-time Full-time Estimated:
$34.
7K - $44K a year Estimated:
$34.
7K - $44K a year 5 days ago 5 days ago 5 days ago Overview:
Provides excellent customer service to all incoming and outgoing calls, as a primary contact for Mercyhealth.
While operating 24/365, customer service representatives are responsible for answering customer calls, assisting callers with primary care appointment scheduling, event/class registrations, physician referrals, service referrals and/or directing the calls to the appropriate department/partner within the Mercyhealth as requested.
Perform other clerical duties as needed.
Work schedules may vary to meet the needs and call volume of the department.
Responsibilities:
Essential Duties and Responsibilities Essential job duties of Customer Service Representative 1 Training existing and new staff.
Reviewing completed records daily, identifying errors made in all modules.
Follow up contact with Coordinator and/or coworker that made error to ensure understanding of correct processes.
This occurs the following day after records have been reviewed.
Maintenance of the department training manual, making instructional sheets when new policies or procedures are developed.
When necessary, take responsibility on behalf of staff for paging errors, apologize to provider, take necessary corrective action, and follow up with CSRIII or coordinator to discuss next steps.
Maintain the provider database for all IL and WI providers for onboarding and departing providers.
Maintain monthly on-call schedules and protocols.
Maintain monthly database for accepted insurances and work closely with reception and leaders to help schedule patients according to their insurance needs.
Maintain database for Primex sensors and their call tree protocol.
Database maintenance for consumer records, ensuring accuracy and elimination of duplicates.
Periodic meet and greet visits to clinics to ensure providers and partners are satisfied with service offered after hours by MHL.
Beginning level knowledge of report writing and report manipulations to extract needed details on calls.
Culture of Excellence Behavior Expectations To perform the job successfully, an individual should demonstrate the following behavior expectations:
Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.
Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.
Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work:
Embraces teamwork, supports and encourages positive change while giving value to individuals.
Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.
Education and Experience High school diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.
Experience as a Call Center Customer Service Representative 1, with extensive knowledge in LVM database, Mercyhealth providers and on-call protocol.
Internal transfer of a partner who has had two years' experience in customer service with another department in Mercyhealth.
Certification and Licensure N/A Skills and Abilities Language Skills Ability to read and comprehend complex instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Reasoning Ability Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving multiple variables in standardized situations.
Computer Skills Computer skills including typing skills are required.
To perform this job successfully, an individual should have knowledge of Database scheduling software; Spreadsheet software and Word Processing software.
Excellent customer service skills, telephone skills and verbal communication skills with voice clarity.
Ability to problem solve.
Good conflict resolution with both internal and external partners.
Special Physical Demands The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this Job, the employee is constantly required to sit.
The employee is frequently required to use fingers to handle, finger and feel; talk and hear.
The employee is occasionally required to stand, and walk.
The employee is required to exert up to 1- pounds of force frequently.
Specific vision abilities required by this job include frequent close vision and ability to adjust focus.
Occasional distance vision, color vision, peripheral vision and depth perception.
Normal hearing range for communication with callers, patients, clinic personnel and physicians is needed.
Must have visual acuity for the necessary computer service documentation and communications.
Level of Supervision Following appropriate training, handling of calls including listening to the live call, listening to the taped call and/or reviewing the call documentation can and will be conducted as needed by a Call Center Customer Service Representative 3 (assigned by the Coordinator) or the Call Center Operations Coordinator.
Supervises This job has no supervisory responsibilities.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
2 Janesville, WI Janesville, WI Full-time Full-time Estimated:
$34.
7K - $44K a year Estimated:
$34.
7K - $44K a year 5 days ago 5 days ago 5 days ago Overview:
Provides excellent customer service to all incoming and outgoing calls, as a primary contact for Mercyhealth.
While operating 24/365, customer service representatives are responsible for answering customer calls, assisting callers with primary care appointment scheduling, event/class registrations, physician referrals, service referrals and/or directing the calls to the appropriate department/partner within the Mercyhealth as requested.
Perform other clerical duties as needed.
Work schedules may vary to meet the needs and call volume of the department.
Responsibilities:
Essential Duties and Responsibilities Essential job duties of Customer Service Representative 1 Training existing and new staff.
Reviewing completed records daily, identifying errors made in all modules.
Follow up contact with Coordinator and/or coworker that made error to ensure understanding of correct processes.
This occurs the following day after records have been reviewed.
Maintenance of the department training manual, making instructional sheets when new policies or procedures are developed.
When necessary, take responsibility on behalf of staff for paging errors, apologize to provider, take necessary corrective action, and follow up with CSRIII or coordinator to discuss next steps.
Maintain the provider database for all IL and WI providers for onboarding and departing providers.
Maintain monthly on-call schedules and protocols.
Maintain monthly database for accepted insurances and work closely with reception and leaders to help schedule patients according to their insurance needs.
Maintain database for Primex sensors and their call tree protocol.
Database maintenance for consumer records, ensuring accuracy and elimination of duplicates.
Periodic meet and greet visits to clinics to ensure providers and partners are satisfied with service offered after hours by MHL.
Beginning level knowledge of report writing and report manipulations to extract needed details on calls.
Culture of Excellence Behavior Expectations To perform the job successfully, an individual should demonstrate the following behavior expectations:
Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.
Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.
Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work:
Embraces teamwork, supports and encourages positive change while giving value to individuals.
Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.
Education and Experience High school diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.
Experience as a Call Center Customer Service Representative 1, with extensive knowledge in LVM database, Mercyhealth providers and on-call protocol.
Internal transfer of a partner who has had two years' experience in customer service with another department in Mercyhealth.
Certification and Licensure N/A Skills and Abilities Language Skills Ability to read and comprehend complex instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Reasoning Ability Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving multiple variables in standardized situations.
Computer Skills Computer skills including typing skills are required.
To perform this job successfully, an individual should have knowledge of Database scheduling software; Spreadsheet software and Word Processing software.
Excellent customer service skills, telephone skills and verbal communication skills with voice clarity.
Ability to problem solve.
Good conflict resolution with both internal and external partners.
Special Physical Demands The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this Job, the employee is constantly required to sit.
The employee is frequently required to use fingers to handle, finger and feel; talk and hear.
The employee is occasionally required to stand, and walk.
The employee is required to exert up to 1- pounds of force frequently.
Specific vision abilities required by this job include frequent close vision and ability to adjust focus.
Occasional distance vision, color vision, peripheral vision and depth perception.
Normal hearing range for communication with callers, patients, clinic personnel and physicians is needed.
Must have visual acuity for the necessary computer service documentation and communications.
Level of Supervision Following appropriate training, handling of calls including listening to the live call, listening to the taped call and/or reviewing the call documentation can and will be conducted as needed by a Call Center Customer Service Representative 3 (assigned by the Coordinator) or the Call Center Operations Coordinator.
Supervises This job has no supervisory responsibilities.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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