Call Center Agent

at The Chicago Lighthouse in Chicago, Illinois, United States

Job Description

Call Center Agent

Job Details

Job Location

Chicago, IL

Position Type

Full-Time/Part-Time

Education Level

High School/GED

Salary Range

$18.00 – $18.00 Hourly

Travel Percentage

None

Job Shift

Day

Job Category

Customer Service

Job Description

STATEMENT OF PURPOSE: To provide the highest level of customer service to members and to the public as it relates to the established procedures set forth by Advocate Health Care wellness program. Answer telephones, provide answers to routine questions, relay calls, and register individuals for classes and special programs, facility and membership information, access to the facility, ongoing customer satisfaction and membership retention.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

+ Must abide by all protected health information and HIPAA guidelines;

+ Answer inbound calls in call center and document all calls;

+ Make outbound calls to enroll members into wellness programs;

+ Schedule appointments;

+ Collaborate with wellness coaches and nurses;

+ Provide program information and education to members utilizing established protocols, procedures, and educational methodologies via the telephone in an accurate and courteous manner.

+ Encourage members to appropriately utilize services in an effort to improve the health and well being of all members. This might include education about the importance of preventive care or specific information about the member’s condition or disease state;

+ Provide ongoing education for all members based on individual needs identified through assessments, questions, or conversations, direction from care managers or system identified needs;

+ Identify barriers to behavior change and work with member to assess willingness to change.

+ Assist with special projects and/or other duties as assigned by Supervisor .

QUALIFICATIONS:

+ High School diploma/GED required; Associate’s Degree plus;

+ Minimum of one year experience as telephonic customer service experience, preferred;

+ Superior communication and interpersonal skills;

+ Experience with standard office computing environment and software including Microsoft Word and Excel and database software; proficiency in typing, word processing;

+ Minimum one year experience in a health care, education, or community based service field, required;

+ Bi-lingual English/Spanish skills, preferred but not required;

+ Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

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.