Title: Call Center Representative/Call Agent II

Location: Fountain Valley

Department: Navigation Center

Status: Part-time (30hrs per week)

Shift: (6hr shifts)Variable/Predominantly Remote (10hr shifts, between 7am – 9pm)

Pay Range: $22.22/hr - $32.21/hr

NOTE: 

·Must be available to work Mon-Fri 9am-3pm and 1 Saturday or Sunday per month between the hours of 9am-9pm.

·Must be available for training on site the first 2 weeks from 8am-530pm.

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

·        Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues. 

·        Prioritize service and customer experience within each interaction.

·        Ensure unforgettable guest experiences through unmatched service.

·        Demonstrates strong guest-focused engagement over the phone, email, and chat.

·        Demonstrates effective communication, interpersonal, written and verbal skills.

·        Strong organizational skills.

·        Must be able to multi-task and maintain calm demeanor.

·        Must possess problem resolution and follow through skills.

·        Knowledge of managed care and the business segments.

·        Knowledge and ability to schedule reservations for patients/family.

·        Be at work and be on time.

·        Follow company policies, procedures and directives.

·        Interact in a positive and constructive manner.

·        Prioritize and multitask.

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.

Experience

Minimum 3 years customer service experience or other related guest-focused engagement preferred.

Call center experience necessary in a fast-paced setting.

Excellent computer and typing skills are necessary. Use and knowledge of Windows, Microsoft Office, and Outlook (operates PC with speed and accuracy).

Medical terminology required.

Spanish speaking a plus.

Education

High School diploma or GED required

Some College level education preferred