Customer Service Agent - Access - Remote(Centralized Scheduling)- Gwinn./Rockdale/Newton/Clayton Co.

View Point Health is a community behavioral health center utilizing a team of psychiatrists, nurses, licensed counselors and social workers, as well as other professionals to provide services to individuals who need treatment and support to cope with mental illness, substance abuse, and intellectual and developmental disabilities. View Point Health serves uninsured, underinsured, low-income Medicaid, Medicare, war veterans and some private insurance across multiple locations with a full continuum of behavioral health services and support.

Under direct supervision, performs a variety of general secretarial, clerical, and administrative support functions/processes or a few specialized or essential clerical functions in support of a unit or office and related personnel. May enter data and/or process documents and records. The work includes operating standard office equipment. Work is performed under the close supervision of a clerical or administrative supervisor.

Duties & Responsibilities:

• Maintaining daily operations of a busy call center. Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Answering multi line phone calls, checking authorizations, distributing documents, fielding/managing/scheduling new and existing client appointments for all View Point Health locations as well as community providers.
• Data entry, maintaining and updating schedules for Doctors, APRNs, and Nurses. 
• Research system to find missing information as applicable; coordinate with other departments to resolve issues as applicable.
• Follow the processes of the client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information.
• Appropriately escalate customer issues with managerial team.
• Escalate customer issues to the appropriate staff and manager for resolution as needed.
• Ensure first call resolution through problem solving and effective call handling
• Attending meetings and trainings and reviewing all new training material to stay up to date on changes to programs knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• Other related duties as assigned.

   

Minimum Qualifications:

High school diploma/GED and ability to perform basic office functions and computer related duties.

Preferred Qualifications:  

• One to two years of Call Center experience preferred in medical/mental health and or Substance Use inpatient or outpatient setting or at least one (1) year experience in customer service position.
• Ability to multitask and initiative to problem solve.
• Ability to work well independently as well as in a team setting.
• Ability to provide excellent customer service to behaviorally challenged individuals.
• Experience working with ECR and/or Carelogic but not required.
• Experience working with Excel spreadsheets.
• Excellent communication skills, bilingual a plus.
• Excellent time management skills.

Requirements/Competencies:

• Must be able to work remotely in a quiet secured location, must be able to attend onsite training/orientation for a period of 4-6 weeks at our Lawrenceville Office.
• Must be able to lift 20 pounds.
• Requires long periods of sitting.
• Must have valid Georgia driver’s license and Motor Vehicle Record in accordance with company policy.
• Candidates for selection must pass a criminal background check (including fingerprinting).

• Must pass a pre-employment drug screen and subject to random drug screens.

   

Note: Some positions may require a valid driver's license.

Benefits (for qualified employees):

• State Health Benefits Package (medical, dental, vision, life insurance, disability, long-term care, legal services, flexible spending accounts)
• Paid New Hire Training
• Company contributes an additional 7.5% of salary to 401(a) Retirement Plan
• No employee deduction for Social Security
• Additional benefits such as legal services, Employee Assistance Program and discounted tickets to attractions, shopping, technology, and travel
• Supervision, training, and continuing education opportunities available

View Point Health is an Equal Opportunity Employer:  View Point Health recruits qualified candidates for positions in View Point Health programs throughout its service area. It is the policy of View Point Health to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any type without regard to race, color, sex, religion, national origin, age, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.