Title: Call Center Representative/Call Agent I
Location: Fountain Valley
Department: Navigation Center
Status: Full-Time/Predominantly Remote
Shift: This will be a remote position AFTER the onsite training period. This position is for a Monday thru Thursday schedule 930a-6p and Sunday 1230p-9p once training is completed and navigator is working from home.
Pay Range: $20.75/hr – $29.47/hr
MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.
Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.
Purpose Statement / Position Summary
To be the first reliable point of contact for Patients, Families and Providers. Providing the Simply Better MemorialCare Experience in every interaction with guests and colleagues.
Essential Functions and Responsibilities of the Job
· Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues.
· Prioritize service and customer experience within each interaction.
· Ensure unforgettable guest experiences through unmatched service.
· Demonstrates strong guest-focused engagement over the phone, email, and chat.
· Demonstrates effective communication, interpersonal, written and verbal skills.
· Strong organizational skills.
· Must be able to multi-task and maintain calm demeanor.
· Must possess problem resolution and follow through skills.
· Knowledge of managed care and the business segments.
· Knowledge and ability to schedule reservations for patients/family.
· Be at work and be on time.
· Follow company policies, procedures and directives.
· Interact in a positive and constructive manner.
· Prioritize and multitask.
Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.
Experience
· 1-2 years customer service experience or other related guest-focused engagement preferred.
· Call center experience necessary in a fast-paced setting.
· Excellent computer and typing skills are necessary. Use and knowledge of Windows, Microsoft Office, and Outlook (operates PC with speed and accuracy)
· Some medical terminology preferred.
· Spanish speaking a plus.
Education
· High School diploma, GED required.
