Call Center Agent

Overview

We are recruiting for Bi-lingual (English/Spanish) Call Center Agent's to join our centralized Call Center in Fresno, CA.

Hours and Work days

This position is required to work three designated days of the workweek from 12:00 PM-9 P.M and both Saturday & Sunday from 8:30 AM-5:30 P.M. The schedule for this position may allow for flexibility for candidates who prefer to work weekends and prefer to have two days of the workweek off.

The Call Center Agent (CCA) is a Non-Exempt position and reports to the Call Center Supervisor. The CCA is responsible for providing excellent customer service and courtesy with every UHC patient interaction. The CCA will efficiently and effectively handle incoming and outgoing telephone calls from patients and physician offices, route calls appropriately, schedule Medical, Dental, CPSP, Behavioral Health, Health Education, Enrollment and Optometry appointments. This position ensures that appropriate information is obtained in order to pre-register patients and schedule appointments. Additionally, this position is responsible for obtaining third party insurance information and demonstrates knowledge of UHC’s scheduling guidelines and procedures.  

Responsibilities

Summary of Responsibilities:

• Providing exceptional customer service to patients  
• Answer incoming calls on a multi-line phone system
• Schedules appointments per established guidelines and educates patients on all UHC services
• Will ensure no patient is turned away. Will use all resources to secure an appointment for patient
• Reports any potential patient concerns or complaints immediately to supervisor

• Overall knowledge of the financial programs, registration and insurance verification
• Registering patients for appointments; obtaining updated insurance and demographic information
• Educate patients on everything they should bring with them to the appointment
• Notifies the patient of any co-pays that are due at the appointment
• Route calls to appropriate department or health center

Qualifications

QUALIFICATION REQUIREMENTS:

Education:

• High School Graduate or equivalent. Associates Degree preferred.

License/Certification:

• Possess a valid driver's license. 

Prior Experience:

• Minimum two (2) years of experience in customer service and/or call center
• Knowledge in scheduling or call center environment preferred

Skills:

• Bi-Lingual (English/Spanish) is required.
• Customer-service oriented
• Excellent telephone etiquette
• Excellent listening and Customer Service/Interpersonal skills.
• Ability to handle sensitive and confidential information
• Ability to articulate complex information
• Flexibility and dependability
• Demonstrated good problem-solving skills; sound judgment
• Intermediate computer skills
• Attention to detail and excellent follow-through on work tasks
• Able to handle multiple tasks simultaneously

The hourly wage range that UHC reasonably expects to pay for the position upon hire starts at $22 an hour. Our salaries are dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!