Contact Center Representative

Summary

Join Cortica's growing team as a remote Contact Center Representative, providing exceptional customer service by managing and resolving client scheduling issues and ensuring effective communication. This role demands excellent communication and problem-solving skills, and a commitment to high-quality support. You will manage first contact resolution for scheduling issues via calls and emails, direct unresolved issues to appropriate resources, maintain detailed records of customer interactions, and assist with appointment cancellations and rescheduling. Collaboration with multiple teams is crucial, requiring liaison work with scheduling, care navigation, enrollment, and benefits teams. The ideal candidate possesses a high school diploma or equivalent (bachelor's degree preferred), prior call center or customer service experience, and strong communication and problem-solving skills. The position requires proficiency in software and systems, including electronic medical record systems and scheduling software.

Requirements

• You have a high school diploma or equivalent (bachelor’s degree preferred)
• You are customer service oriented –friendly, cheerful, and helpful to clients and others while following Cortica policies and procedures
• You can collaborate cross-functionally to ensure the needs of the clients are being met, and can identify opportunities to improve service and propose solutions to implement
• You can research and problem-solve to determine appropriate solutions for clients, think proactively, and set follow-ups as needed to ensure timely resolution
• You 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
• You are skilled at using software and systems including electronic medical record systems, workflow management, and scheduling software
• You 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
• Must be able to work in Pacific Time Zone from 9:30 am - 6 pm PST to accommodate scheduling needs

Responsibilities

• Manage first contact resolution for client call-ins and emails with scheduling issues, such as
• Is highly accountable and responsive to incoming phone inquiries, voicemails, emails; ensures follow-ups are done in a timely manner, meeting established Service Level Agreements
• If unable to provide one call resolution, direct requests and unresolved issues to the designated resource as needed
• 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)
• Handling client tardiness and informing provider
• Addressing general questions about scheduled appointments, provider availability and billing
• Serves 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

You have prior experience in a call center or customer service role (preferred)

Benefits

• Full-time employees enjoy a variety of 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