Job details

Customer Access Assistant

Job Number: 2171268

Customer Access Assistant (Contact Center)
Newark, CA
$21-$22 per hour

The Health Care (SHC) Enterprise Contact Center (ECC) handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SHC departments/clinics. The staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries. This is an entry level job.

Responds to a high-volume of incoming telephone calls and referrals
Assists patients in registering and canceling appointments
Accurately documents and routes calls to the proper department
Identifies urgent customer needs or operational issues, and escalates appropriately
Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location
Meets all regulatory and compliance standards
Delivers high-level of customer service
Follows documented protocols and guidelines
Meets and exceeds departmental quality assurance standards
Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
Uses functionality of the telephone system as required
Other departmental duties as assigned

Minimum Qualifications:

Education * High School Diploma or GED equivalent
Experience * Six-months of customer service experience

Type 40 words per minute
Excellent customer service skills
Demonstrated knowledge of proper English grammar in speaking and writing
Effectively listen to resolve patient's/customers inquiries
Maintain respect and composure in stressful situations
Navigate complex software tools and accurately input data
Effectively document caller notes into the medical record
Ability to adjust communication to fit the needs and level of understanding of the receiver
Ability to apply business logic to resolve patient/customer issues while managing multiple priorities

#IND-SJ

About Nelson Connects:

If you're looking for a new opportunity, the recruiting and staffing experts at Nelson Connects can help. We work with companies of all types and sizes across all industries. We help people like you find exciting roles with employers ranging from Fortune 100, government, and nonprofit organizations to local businesses, industry leaders, and the most agile start-ups. The candidates we work with appreciate our responsive approach, genuine relationships, and exceptional service. With a commitment to transparency, authenticity, and credibility, we look forward to our jobs every day, and we're excited to help you find the job you've been looking for.

Pay Transparency: Nelson Connects provides pay transparency by placing salary ranges in all job postings in accordance with state and local regulations. We are committed to communicating pay clearly throughout the employment process.

California Fair Chance Act and Beyond: Qualified applicants with criminal histories will be considered for employment in accordance with applicable regulations. We will consider qualified Applicants for employment, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and CA Fair Chance Act.

Temporary Associate Benefits Offered: Weekly benefits offered include Medical, Dental, Vision, HSA, EAP, Life/AD and D, STD, Commuter FSA, + state mandated benefits.

EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services, or any other classification protected by law.

Not Specified

Nelson Connects Glassdoor Company Review

4.0