Contact Center Agent

The Patient Access Representative I is responsible for starting the multi-modality Solis relationship, gathering information, scheduling appointments and functioning as the first point of contact for the patient and referring physicians. This position is critical to Solis; the Patient Access Representative I functions as the liaison between the patient and the center by providing efficient, empathetic excellent service which impacts the profitability of the organization.

Operations:

• Understand, promotes and demonstrates the Solis Way;
• Handles routine customer interactions and exhibits proficient customer service, effective listening, and empathy. Communication channels may include phone, email, or chat;
• Adheres to training guidelines and utilizes available resources when handling customer interactions,
• De-escalate situations involving dissatisfied patients, by offering assistance and support;
• Schedules patients and offers alternative scheduling options when centers dates/times are not available;
• Maintains performance by meeting or exceeding key performance indicators defined by organizational leaders. KPIs include but are not limited to average handle time, quality, attendance, and schedule adherence;
• Posses a moderate understanding of the role, and works under close supervision.
• Adheres to established procedures and processes for the contact center;
• Utilizes company resources and training materials .

Service:

• Maintains patient confidentiality 100% of the time;
• Maintains productivity, ensures minimal downtime.

Team Focus:

• Adheres to and promotes the Solis "Promise Book" culture;
• Adheres to attendance policy; on time for all scheduled shifts including breaks and lunches;
• Forms strong working relationships within the team and treats each other with respect;
• Brings problems to the attention of the supervisor; is willing to ask for help;
• Supports supervisor with projects on as needed basis;
• Always remain professional adhering to the company's Code of Conduct policy;
• Attends meetings and training on as needed basis.

• Identifies additional tasks to be completed and willingly to assist others.

SKILLS/QUALIFICATIONS:

• High diploma or equivalent required;
• College coursework preferred;

• Contact center and healthcare experience preferred.

• Zero to one year's experience in a fast-paced customer service-oriented employment required;
• Scheduling experience preferred;
• Types at least 30 - 40 wpm and strong computer skills;
• Strong verbal communication and listening skills;
• Energetic and flexible;
• Customer service skills;
• Must be able to multi-task with various computer programs/applications;
• Exhibits sound judgment and is adaptable and flexible to patient needs;
• Strong spelling and grammar skills;
• Bilingual English and Spanish, Mandarin, Arabic or Vietnamese is a plus
• Well organized and detail oriented.
• Must be able to work in a fast pace environment that consists of repetitive work.