Call Center Representative - I.T. - Tulsa

MINIMUM QUALIFICATIONS

Education – High School Diploma or GED equivalent is required.

Experience – A minimum of two (2) years’ relevant experience is preferred.

Licenses & Certification – None

Knowledge & Skills –

1. Exceptional customer service, active listening, and verbal and written communication skills.

2. Professional phone voice with proper grammar.

3. Able to react effectively and calmly.

4. Strong time management and decision-making skills.

5. Adaptability and accountability

6. Ability to exercise sound independent judgment, establishing work priorities with minimal supervision.

7. Ability to communicate courteously and effectively with all staff as well as the public, both orally and in writing.

8. Ability to maintain a confident, professional demeanor.

9. Ability to maintain strict confidentiality.

10. Must possess strong organizational skills.

JOB SUMMARY

Handles incoming calls from patients and the public, makes follow-up calls to patients and provides accurate information. Exchanges pertinent and non-routine information, answers questions and offers guidance via the telephone with individuals on a continual basis.

WORK ENVIRONMENT

Work is performed primarily in an office environment equipped with business machines, computers, etc.

PHYSICAL DEMANDS

Work requires extended periods of sitting, standing and bending, operation of business machines, and some driving. Valid Oklahoma Drivers License is required. Confidence, maturity, and the ability to cope with occasional emotional situations (such as handling complaints) are required.

ESSENTIAL FUNCTIONS

Satisfactory job performance will be determined by successful execution of the following:

1. Responding efficiently and accurately to patients, explaining possible solutions, and ensuring that patients feel supported and valued.

2. Answer patient phone calls and provide them with the information that they request

3. Engaging in active listening with callers, confirming or clarifying information.

4. Become knowledgeable about services provided by MCNDH.

5. Provide exceptional customer support in every phone call.

6. Elevate patient concerns to managers and supervisors as needed.

7. Regular attendance is required.

8. Performs other duties as assigned.