THIS IS A BILINGUAL ENGLISH/SPANISH MEDICAL CONTACT CENTER AGENT POSITION

STATEMENT OF PURPOSE: The Medical Contact Center Agent will be responsible for outbound and inbound calls, voicemails, and emails to/from insurance plan members in a high-performance contact center environment. This position requires high quality customer service assistance when responding to inquiries pertaining to a variety of Primary Care Providers (PCP), Health Risk Screenings (HRS), and other campaigns. Medical Contact Center Agent will be responsible for scheduling and registering appointments for the Health System by utilizing all available informational tools and websites. Calls may consist of requests for additional insurance plan information, such as, id cards, welcome packets, PCP changes, and transfers to other contact centers.

PRINCIPLE DUTIES AND RESPONSIBILITIES, BUT ARE NOT LIMITED TO: 

• Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally.
• Obtain and enter accurate demographic information into the clients Health System application
• Accurately schedule and register patients for appointments utilizing the clients Health System software.
• Accurately communicate appointment date, time, location and the provider’s name to the patient. 
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization. 
• Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings.
• Follow the appropriate escalate protocols for Triage (red flag) calls.
• Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number.
• Maintain up-to-date knowledge of the clients Health System policies and procedures as they apply
• Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure
• Performs other duties as assigned by Leadership.

QUALIFICATIONS:

• High School diploma or equivalent required,
• Health Care and Customer Call Center experience preferred, but not required,
• Bilingual English/Spanish required,
• Ability to handle a call center environment. Work efficiently, accurately and be able to multi-task,
• Ability to exercise good judgment to handle calls appropriately,
• Must be able to navigate through multiple databases that are utilized though Health’s software application,
• Must be able to type a minimum of 30 words per minute with 95% or greater accuracy,
• Must have excellent interpersonal and communication skills both written and orally,
• Proven ability to work as a member of a team is required,
• Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations,
• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

ADDITIONAL INFORMATION

• Team members must have a smart phone to download and use an authentication application to gain access to the client data platform.
• Team members must be aware and prepared that training will consist of 2 to 4 weeks of in-house and virtual training.
• Team members will be eligible to transition to a remote location within 60 to 90-days of their start date once the team member has proven the ability to work independently and successfully meet the required goals and key performance indicators. 
• All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions. 
• All full-time team members will be scheduled 38.5 hours per week.

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.