Contact Center Representative

Summary

Join Cortica's growing team as a remote Contact Center Representative! You will provide exceptional customer service by managing and resolving client scheduling issues, ensuring effective communication, and meeting performance goals. This role demands excellent communication and problem-solving skills. Cortica is a rapidly expanding healthcare company dedicated to providing life-changing care for children with neurodevelopmental differences. We value diversity and inclusion, creating a supportive work environment. The position offers competitive compensation and a comprehensive benefits package.

Requirements

• Have a high school diploma or equivalent
• Reside in one of the following states: AR, AL, CT, DE, FL, IL, IA, KS, LA, MA, MD, NC, NJ, NY, OH, PA, RI, TN, TX, VA, WI
• Be on Eastern or Central Time to accommodate scheduling needs

Responsibilities

• Manage first contact resolution for client call-ins and emails with scheduling issues
• Be highly accountable and responsive to incoming phone inquiries, voicemails, emails; ensure follow-ups are done in a timely manner, meeting established Service Level Agreements
• Direct requests and unresolved issues to the designated resource as needed if unable to provide one call resolution
• Keep records on details of customer interactions
• Record details of inquiries, comments, and complaints
• Assist with client appointment cancellations and rescheduling in real-time
• Assist with same-day or last-minute appointment cancellations and rescheduling efforts
• Notify appropriate staff of appointment cancellations in order to prioritize filling appointments
• Assist with family requests for one-time time adjustments (early, late, location)
• Handle client tardiness and inform provider
• Address general questions about scheduled appointments, provider availability and billing
• Serve as the liaison between multiple teams while working collaboratively with scheduling, care navigator, enrollment, benefits team members, and other Cortica staff to support and understand overall scheduling for services
• Route calls as needed to the appropriate personnel (e.g., questions for clinicians)

Preferred Qualifications

• Have a bachelor’s degree
• Have prior experience in a call center or customer service role
• Be customer service oriented –friendly, cheerful, and helpful to clients and others while following Cortica policies and procedures
• Collaborate cross-functionally to ensure the needs of the clients are being met, and identify opportunities to improve service and propose solutions to implement
• Research and problem-solve to determine appropriate solutions for clients, think proactively, and set follow-ups as needed to ensure timely resolution
• Have demonstrated communication and interpersonal skills sufficient to convey information in a clear, concise way, synthesizing information and presenting it to families and team members
• Be skilled at using software and systems including electronic medical record systems, workflow management, and scheduling software
• Possess basic computer skills and knowledge of Microsoft Word, Excel, and Internet Applications, as well as knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology

Benefits

• Company subsidized medical and dental insurance options
• 401K with company match and rapid vesting
• Personal Time Off that increases based on tenure
• Paid holidays
• Company-paid life insurance
• Disability insurance options
• Tuition reimbursement for continuing education and professional development
• Employee referral bonus awards