Title: Call Center / Customer Service 1
Location: Remote
Duration: 3+ Months Contract (Possible Extension)
Pay Rate: Best in the Market
Job Description:
- These openings are for supporting the call volume for our internal and external health plans.
- Answer incoming heatlhcare contact center calls and route appropriately to clinical staff.
- Gather and verify demographic information and document calls using standard computer software and systems.
- Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures.
- Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance.
- Answer inbound call and make outbound calls according to department policies and procedures.
- Use active listening skills and interviewing techniques to accurately identify caller’s presenting concerns.
- Identify and employ alternative approaches to communicate with callers when encountering barriers.
Describe the performance expectations/metrics for this individual and their team:a
- During training – attendance is key metric. Need to attend training 100% of the time for the first 2 weeks , any days missed will result in valuable information missed that make it difficult to catch up. There is a set curriculum and agenda. Candidates who miss training time have not historically been successful in the role.
- 5 weeks post-training: Quality, Adherence, Productivity, Documentation, Attendance will be measured regularly.
Tell me about what their first day looks like:
- Day 1: Complete initial new hire orientation – Client University modules for the first half day, then curriculum and agenda for next few weeks will be presented during the second half of day 1
- 2 weeks of in-class training, phones for 2 weeks, then in-class training to finish materials
- Final nesting period before starting production schedule
Note:
Training is 4-5 weeks. 2 weeks of classroom, 3 weeks on floor, 2 weeks of classroom, The first 2 weeks is a training schedule which is 8:30-5pm. Once on the phones: 10 or 11am to 7pm.
Schedules can vary drastically since we are 24/7 operation to include working weekends and holidays. Must be flexible to work any hours whether morning, day, evening and overnight, weekends and holidays so that they are not expecting anything different. Candidates need to be locked down on working afternoon and night shifts. Actual shift info will be sent (three options) before starting and they will get 1st, 2nd, 3rd choice. They need be locked down on being flexible and not working 1st shift.
Company DescriptionWe place top talent through our divisions: Technology, Staffing, Professionals, Talent Digitalization, and Pyramid Academy. Our flexible staffing options include contract, contract-to-hire, direct hire, and SOW/Statement of Work. We deliver top talent to our clients by combining the use of the latest technology with the subject-matter expertise that our seasoned team of recruiters brings to the process. With the integration of smart sourcing tools, machine learning, and AI/Artificial Intelligence into our screening process across the organization; we evaluate a large volume of candidates to find the most suitable talent.