KEY RESPONSIBILITY AREAS (KRA)

- Handles Both Inbound and Outbound Calls.

- Handles customer requests, complaints, billing inquiries and other related concerns with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

- Prepares complete and accurate work and update customer file.

- Communicates effectively with individuals /team in the program to ensure high quality and timely expedition of customer requests.

- Effectively transfers misdirected customer requests to an appropriate party.

- Demonstrates continued and consistent proficiency in most of the skill sets utilized within the Call Center based on WorldSource practices and operations.

- Communicates with customers using web -based tools and demonstrates the associated proficiency and grammar.

- May be assigned to work for another department depending on the business needs.

- May be required to work in one or multiple queues or skill sets over various customer contact channels.

- Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.

- Participates in activities designed to improve customer satisfaction and business performance.

- Needs to meet or exceed minimum client expectations.

GENERAL RESPONSIBILITIES

- Ensures strict confidentiality of clients, patients, and financial records to comply with PHI, ePHI and HIPAA

- Review, acceptance, and understanding of workplace culture statement

- Responsible to comply with organization's policies and procedures, adhere to Code of Conduct

- Ensures to complete the required compliance training modules and report any observations of non-compliance

- Other duties that may be assigned

KNOWLEDGE, SKILLS, and ABILITIES (KSAs)

- Good communication skills.

- Professional and has good work ethics.

- Must have attention to details.

- Must have a good customer service skills.