Call Center Job Description
Call center
provides information to patients regarding services at UHS and the community (policies and procedures, cost of health care visits).
Call Center Duties & Responsibilities
To write an effective call center job description, begin by listing detailed duties, responsibilities and expectations. We have included call center job description templates that you can modify and use.
Sample responsibilities for this position include:
Track production on all work products and coordinate with call center Supervisor to ensure we are staffing each project appropriately
Handle General product related inquiries regarding features, availability and pricing
Log and track customer contacts via electronic feedback system
Meet call center and reception performance standards for answer speed, information accuracy, call length and customer satisfaction
Utilize Aftersales software with skill and proficiency
Resolve customer issues and requests by providing timely, accurate and appropriate responses
Attend, participate in and support training and staff meetings in Customer Care
Assist in all areas of Customer Care operation as requested by management
Conduct external phone calls to providers to verify system information
Accurately document required information per verification process
Call Center Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center
List any licenses or certifications required by the position: UM, CHAM/CHAA, ACSS, CNRI, BDC, O.E.M, A.S.E, FML, MA, HIPAA
Education for Call Center
Typically a job would require a certain level of education.
Employers hiring for the call center job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Education, Associates, Business, Medical Administration, Administration, Technical, Computer Science, Social Services, Public Administration, Health Science
Skills for Call Center
Desired skills for call center include:
Medical terminology
Computers
Excel
Services
Procedures
Relevant and changing Clients guidance
State and private health plans
Microsoft Office
Products
Policies
Desired experience for call center includes:
Technical mentor
Varied contact center experiences including voice platforms, telecom networks, skills based routing, speech recognition and IVR Omni-channel integrations
Deep understanding and commitment of stable, scalable, and fault tolerant solutions
1+ year of previous Call Center experience
Provides toll free telephone access for TRICARE beneficiaries
Verifies DEERS eligibility and Prime enrollment as needed prior to preauthorization or referral
Call Center Examples
1
Call Center Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of call center. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center
- Follows up with applicants and conducts over the phone prescreening interviews for purposes of validating criteria for SPN entry
- Act as point of contact for escalations and SME (subject matter expert) for customer service representatives
- Provide surge support (50% daily) for customer contact center operations
- Monitor resources and phone performance of customer contact center operations
- Represents company image to customers and associates contacting the call center
- Serves as a primary point of contact and provides resolution for escalated merchandise questions
- Responsible for back-end order tracking
- Ability to support the customer’s needs via telephone, email, and instant messaging
- Update customer files and databases
- Facilitate and monitor best practices to improve efficiencies of the customer’s ordering experience
Qualifications for call center
- Ability to multi-task, delegate & is well-organized in a fast-paced work environment
- Must possess strong oral and written communication (both English and Spanish) and listening skills in order to effectively communicate with customers and all levels of employees in the organization, managing confrontational and escalated customer complaints in a controlled and courteous manner
- Courteous answering of in-coming calls
- Professional identification of self and SCHC / SCPA
- Proper transfer of calls with an appropriate introduction
- Willingness to contact referring physicians and other healthcare facilities on behalf of the patient
2
Call Center Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call center. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center
- Assist Call Center Representative with problems, questions and policies
- Supports the identification of root cause solutions for the customer’s operations issues
- Document outcomes and resolution steps taken in the tracking system
- Manage and advise the team of call center coordinators
- Scheduling for the call center coordinators and manage weekly payroll through Kronos
- Performance Management / annual reviews for the employees
- Collects customer feedback to continuously improve the customer’s engagement
- Identifies root cause solutions for the customers
- Resolves escalated store merchandise, online orders, and customer issues
- Some nights and weekends may be required to ensure proper coverage during peak operating hours
Qualifications for call center
- 2+ years of previous Supervisory experience in a Call Center, Customer Service, or Patient Relations area
- 1+ year of experience in a busy Call Center environment (not mom and pop shop)
- Positive attitude and self control in dealing with difficult callers and situations
- Accuracy in populating demographic information and scheduling comments
- Exhibit at remedy approach to cancellations, appointment gaps and rescheduling activities
- Familiarity with call center technology, preferably Avaya technology including VRU, screen POPS, and GUIs
3
Call Center Job Description
Job Description Example
Our growing company is hiring for a call center. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center
- Monitors unit activities for compliance to Company procedures and workflows
- Provides leadership in developing, managing and maintaining reports
- Manages the department’s profitability and minimizes operating expenses where possible without reducing the level of service being provided
- Provide timely, accurate, professional and responsive support, verbally and via email, to internal and external customers and clients
- Responsible for updating and reporting problems that arise with distressed key and or content order by communicating by email and ticketing system
- Provide call support for all inbound/outbound calls
- Communicate problem and solutions for any content related issues
- Ability to generate required reports from the Technicolor systems read and utilize information
- Must type 40 words a minute and be capable of operating office equipment
- Build a diverse pipeline of potential candidates by proactively networking through social events, community outreach, career fairs, and through other organizations
Qualifications for call center
- Ability to handle high call volume and work under pressure
- Prior call center supervisory experience strongly preferred
- Proven critical reasoning and sound judgment
- Bilingual candidate are strongly advised to apply, since the client has customer that speak languages other than English
- A history of reliability and stable employment
- May expedite, research, and resolve complex issues
4
Call Center Job Description
Job Description Example
Our growing company is looking to fill the role of call center. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center
- Proficient evaluating the effectiveness of existing methods and procedures
- Assures adherence to budget and manages Red Cross finances of the Call Center in a fiscally responsible manner
- Generates and interprets system reports reflecting case related statistics/metrics, call volume, call abandonment rates, staff availability and workloads, and other required reports
- Routinely evaluates and monitors inbound and outbound calls
- Communicate information including hotel, casino and outlets to guest and Call Center Representatives
- Input and ensure that reservations accommodate and exceed guest expectations
- Assist Supervisor and/or Manager with various assigned tasks
- Informs management of guest feedback, encouragements or improvement opportunities
- Responds invited guest, updates and maintain inventory to concerts, tournaments and special events
- Responsible for updating daily inventory reports and monthly promotion reports
Qualifications for call center
- Must be able to work a flexible schedule which includes overtime and holidays
- Maintain a high level of customer/client sensitive information
- Must be organized, reliable, conscientious, flexible and skilled at multi-tasking, work effectively under pressure and possess strong organizational and interpersonal skills
- Have strong decision making and problem solving skills
- Experience with incident management systems and web-based application required
- Basic computer networking skills and familiarity with cinema environment is a must
5
Call Center Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call center. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center
- Ensure reservations are made in a timely manner for sale and groups, corporate office and host
- Be aware of inventory status on any given day
- Processing payments (both cash and credit card)
- Setting clients up on payment arrangements
- Working with customers to avoid disconnections
- Respond quickly and professional to customer concerns regarding outages
- Dispatching emergency utility vehicles, when appropriate, in the event of a storm
- Will be working with a seasoned group of Customer Service Representatives
- Maintain an efficient, service friendly environment
- Provide motivation and recognition
Qualifications for call center
- Must have proven success record of leading, coaching and mentoring teams to achieve company objectives and productivity goals
- Flexibility to work as business needs dictate
- Other leadership roles
- Proficient in the use of Taleo or the ability to quickly become proficient with this applicant tracking system
- Proficient in the use of social media sources such as LinkedIn, etc
- Ability to work independently and thrive in a high volume, fast-paced environment