Bilingual Chinese/Mandarin Call Center Representative

Company: The Oncology Institute
Location: Alhambra
Posted on: May 9, 2022

Job Description:

Summary
A Front Office Call Center Agent interacts with patients/family, external/internal customers and provide information and assistance with all service inquiries. They accept ownership for effectively solving customer issues and complaints while keeping customers satisfaction at the core of every decision and behavior. They know the importance of empathy, advocacy, cultural competency and follow- up assistance for our patients.
Essential Duties and Responsibilities
Front Office Call Center Agent essential duties and responsibilities are service orientated task that ensure patients have the information and assistance they need to maintain the company's positive reputation.

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• This position will be on the phone speaking with people 90% of the day.
  
• Manage large amounts of inbound and outbound calls in a timely manner.
  
• Follow communication "scripts" when handling different topics
  
• Actively listens to caller's needs, clarify information, research every issue and provide solutions and/or alternatives. Answer questions about our products/services with emphasis on knowledge, problem solving, and adherence to policies and procedures
  
• Accurately document all callers interactions and transactions, recording details of inquiries, complaints, and comments, as well as action taken.
  
• Maintain and update the new and existing patients demographics with complete and accurate information in all systems.
  
• Utilize TOI Intranet for all organizational updates (providers days off/triage/hospital courage, clinic days of operation, contracted IPA's by provider) and ( all P&P's, workflows, forms and portal links).
  
• You will utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time.
  
• Build sustainable relationships and engage callers by taking the extra mile.
  
• Provide high quality, accurate and time-sensitive service to all callers in a quick and efficient manner.
  
• You will balance time effectively to ensure the department meets expected service levels
  
• You apply knowledge to handle many problems independently while seeking guidance in highly complex situations
  
• Provide follow up calls where necessary.
  
• Escalating unresolved problems or caller concerns to immediate supervisor or designated departments for further investigation
  
• Completing call log and producing call reports
  
• Adhere to all company regulations stated in the company hand book.
  
• Provide ongoing process improvement strategies for internal programs.
  
• Keep all activities in line with the core values and contribute to the positive culture.
  
• Assist with other projects and duties as assigned.
  
• Keeps equipment operational by following established process for resolving malfunction and escalating if necessary.
  
  Front Office Call Center Skills and Qualifications:
  
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  • Ability to work in a fast-paced environment
    
  • A positive attitude, desire to learn and grow and aspirations to lead.
    
  • Strong phone skills along with active listening phone voice
    
  • Excellent verbal and written communication skills, attention to detail, customer service skills and interpersonal skills
    
  • Ability to think critically, solve problems creatively, and effectively assist callers in difficult situations.
    
  • Customer focus and adaptability to different personality types
    
  • Ability to multi-task, set priorities and manage time effectively
    
  • Ability to work independently with minimal supervision
    
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Keywords: The Oncology Institute, Alhambra , Bilingual Chinese/Mandarin Call Center Representative, Other , Alhambra, California