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CALL CENTER AGENTS

QUALIFICATIONS:

• 1 year working in BPO as Customer Service Rep. (International Account)
• 2nd year College/ Associate Graduate
• Available to work onsite & Able to work on graveyard shift

• Paid Training
• 10% Night Differential
• HMO with 2 dependents upon Regularization
• Allowances (Clothing, Rice & Meals)
• Medicine, Eyeglasses, Gym Membership & Gym Equipment Reimbursement
• Staying in the Office for 8 Hours only (30mins. Paid Lunch Break)

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answer inbound calls from injured workers and/or supervisors, greet callers in a positive and professional manner to ensure a high level of customer service, and immediately transfer calls that require triage to the appropriate queue.
• Follow and apply standard operating procedures, protocols, algorithms, and customer directives when gathering pertinent information from injured workers or supervisors and provide appropriate information to the caller.
• Enter injured workers’ information into Medcor’s Triage software application and ensure it accurately reflects the phone interaction of each inbound/outbound call.
• Promote clear and coherent verbal communication with callers following an appropriate line of questioning and clarification of information when needed.
• Read & apply all client specific directives as they appear throughout the call process, gathering or providing information to injured worker and/or supervisor as directed.
• Collaborate with multidisciplinary teams to optimize patient outcomes.
• Maintain timely records of all communications regarding injured worker and ensure data elements, from phone interactions accurately support the documentation.
• Follow HIPAA Compliance Policies to protect the confidentiality of information.
• Adhere to all division standards, policies, and procedures as they relate to call processing, attendance, adherence, and quality standards.
• Responsible for personal schedule adherence and accurately reflecting all shift activities using the phone system and be available and responsive during scheduled shift.
• Ensure timely completion of assignments in MedcorU through ADP.
• Utilize approved communication channels to remain connected to team members, internal and external customers, and respond to communication/requests in timely manner.
• Attend meetings as requested by management and/or leadership. Other duties, tasks and projects as assigned by management