Job Description

About Albion Staffing Solutions:
Albion has been offering Temp, Contract and Direct Hire Staffing Services for 20-years from offices located throughout South Florida.  Offering General Admin/Clerical and Light Industrial staffing services, Albion also specializes in the Logistics, Allied Healthcare and Banking industries.

About this opportunity:

Albion's Healthcare Division has a client in need of Medical Call Center Reps South Broward. 

DUTIES & RESPONSIBILITIES:

  • Answers   inbound   inquiries   from  health   plan  members   and   representatives,   regarding   the transportation services offered through our health plan partners.
  • Schedules transportation services to and from approved medical locations.
  • Responds quickly  and  professionally to all  customer  calls,  to meet  or exceed established  service level agreements (SLAs), key performance indicators (KPls), and operational service level metrics.
  • Builds effective  and  positive  relationships  and  trust  with  existing  members  by listening  to  and meeting transportation  needs.
  • Confirms member appointments by making proactive, outbound confirmation calls.
  • Follows all  HIPAA and compliance protocols to ensure the protection all members information.
  • Attentively listens to callers to identify efficient solution to their requests.
  • Escalates transportation  and  customer service  concerns to contact center  management  and Leadership team as needed.
  • Performs other related duties as assigned by management including special projects.
  • Participates in New  Hire Training program,  in which  participants are  expected to study and pass course requirements including online testing and practice scenarios.
  • Complete all assigned training/attestations within specified timelines.

 REQUIREMENTS & QUALIFICATIONS:

  • High School degree or equivalent.
  • 2 years experience, preferably in a contact center environment.
  • Ability to type and use a computer and type while  listening to information.
  • Excellent written and verbal communication skills.
  • Proficiency in  Microsoft products and able to use internet search engines.
  • Must be able to adapt to high volume,  fast paced environment.
  • Must be able to work flexible shifts, including evenings, weekends and holidays.
  • Reliable individual able to multi-task.
  • Excellent attendance.
  • Professional appearance and demeanor.
  • Fully bilingual:  English/Spanish; Creole desirable.

For remote/work-from-home CSRs, the following requirements also apply:

  • Secure, quiet,  distraction-free  work environment,  without  any  conflicting  responsibilities  during scheduled work shift (conflicting responsibilities may include caring for family member)

COMPETENCIES:

  • Customer  Service  - Manages  difficult  or emotional  customer  situations;  Responds  promptly to customer needs; Solicits customer feedback to improve service; Responds to  requests for service and assistance; Meets commitments.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Customer Service  - Manages  difficult  or emotional  customer  situations;  Responds  promptly to customer needs; Solicits customer feedback to improve service; Responds to  requests for service and assistance;  Meets commitments.
  • Attendance/Punctuality - Is  consistently  at  work and  on time; Ensures  work responsibilities  are covered when absent; Arrives at meetings and appointments on time.
  • Dependability - Follows instructions,  responds to management direction;  Takes  responsibility for own actions;  Keeps commitments; Commits to long hours of work when  necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Professionalism -Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Workplace Location:

Applicants will work remotely

Candidate Advice:

  • Albion uses E-Verify to verify employment eligibility.
  • Pre-Employment and random Drug and Background testing applicable.
  • Only Local Candidates will be considered; no relocation provided.
  • Reliable Transportation to/from the workplace is necessary.