Call Center Representative/Call Agent I

Call Center Representative/Call Agent I

Title: Call Center Representative/Call Agent

Location: Fountain Valley

Department: MemorialCare Navigation Center

Status: Fulltime

Shift: Variable (10hr shifts) Predominately Remote

Pay Range: $20.75/hr - $29.47/hr

Bonus: $500

NOTE: Must be available to work 1 weekend per month.

At MemorialCare Health System, we believe in providing extraordinary healthcare to our communities and an exceptional working environment for our employees. Memorial Care stands for excellence in Healthcare. Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation and teamwork.

Purpose Statement / Position Summary

To be the first reliable point of contact for Patients, Families and Providers. Providing the Simply Better MemorialCare Experience in every interaction with guests and colleagues.

Essential Functions and Responsibilities of the Job

• Follow company policies, procedures and directives.
• Interact in a positive and constructive manner.
• Knowledge and ability to schedule reservations for patients/family.
• Demonstrates strong guest-focused engagement over the phone, email, and chat.
• Prioritize and multitask.
• Demonstrates effective communication, interpersonal, written and verbal skills.
• Must possess problem resolution and follow through skills.
• Strong organizational skills.
• Knowledge of managed care and the business segments.
• Prioritize service and customer experience within each interaction.
• Must be able to multi-task and maintain calm demeanor.
• Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues.
• Be at work and be on time.
• Ensure unforgettable guest experiences through unmatched service.

Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

• Excellent computer and typing skills are necessary. Use and knowledge of Windows, Microsoft Office, and Outlook (operates PC with speed and accuracy)
• 1-2 years customer service experience or other related guest-focused engagement preferred.
• Call center experience necessary in a fast-paced setting.
• Some medical terminology preferred.
• Spanish speaking a plus.