Care Connect Call Center
Job ID: J149048
Company: Allegheny Health Network
Location: Pittsburgh,PA,US
Full/Part Time: Full time
Job Type: Day (United States of America)
AHN Facility:
Posted Date: July 23, 2019
JOB DESCRIPTION
Company :
Allegheny Health Network
Job Description :
GENERAL OVERVIEW:
The Call Center Representative is responsible for answering calls received into the centralized call center. The Representative will use the appropriate procedures, tools and equipment to answer inquiries to provide First Call Resolution as often as possible. This level of representative will handle routine inquiries which will have a well-defined protocol as well as some more complex inquiries.
ESSENTIAL RESPONSIBILITIES:
- Answers calls in a manner that falls within the service level agreements (SLA) established for the department.
- Ability to utilize software programs and electronic tools to resolve customer inquiries.
- Provide exceptional customer service to all clients.
- Responsible for maintaining department productivity levels.
- Escalate any problems that may arise.
- Must be able to actively access 5 or less different systems.
- Performs other duties as assigned or required by manager.
QUALIFICATIONS:
Minimum
- Six months of previous call center experience
Preferred
- Two years of previous call center experience
- Additional customer service experience
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Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
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BENEFITS
Total Rewards Program
In addition to competitive pay rates and flexible career growth, we show our employee appreciation through a comprehensive Total Rewards package, including:
- Medical and prescription drug, dental and vision coverages for your and your eligible dependents
- Health Saving and Flexible Spending Accounts
- Life, AD&D and disability insurance
- Employer-sponsored 401(k) plan
- Paid time off, including paid holidays
- Tuition reimbursement
- Volunteer opportunities
- Voluntary benefits
- Employee discounts
Wellness Resources and Programs
Employees have access to the following wellness programs and resources:
Employees have access to the following wellness programs and resources:
- Work-life resources, such as employee assistance programs and financial counseling services
- 24/7 telephone access to health and wellness coaching to achieve personal goals
- Onsite pharmacy services at major campuses
- Fitness center access for all employees inclusive of showers, lockers, and group exercise classes at major Highmark campuses, Allegheny General Hospital & West Penn Hospital
- Access to chronic condition management programs when enrolled in the employer-sponsored medical plan
- 100% coverage for preventive exams, including flu shots
- Incentive program that rewards employees
- Secure bicycle parking at major campuses
- Healthy food options at onsite cafeterias
- Employee networks to gather in the name of health
- Onsite seated massage and stress management classes including yoga, mindfulness and meditation
LIVING IN PITTSBURGH
Pittsburgh, PA is home to Highmark Health’s corporate headquarters, as well as the headquarters of many of our businesses and a majority of our career opportunities. When you live and work in Pittsburgh, you’ll experience a wide variety of lifestyle advantages. Take a look around and you’ll quickly see why Pittsburgh is one of America’s most liveable, most affordable, safest and happiest cities. Learn more about this exciting and inviting location:
Location
Allegheny Health Network – Pittsburgh Customer Service Center
Not all of our outstanding care happens right at the patient’s bedside. When you join the diverse AHN Care Connect team in Pittsburgh, you can be the knowledgeable, compassionate professional our patients turn to every day. Following a patient-centric approach, you’ll blend a caring attitude with a passion to solve problems in order to provide our patients with the remarkable health experience we’re known for.
The more than 125 dedicated individuals at this inbound call center deliver a variety of services, including:
- New and returning patient scheduling
- Patient Concierges who partner with Nurse Navigators
- Liaison support to help ensure the patient is connected with the right clinical professional
Within our team, you’ll experience tremendous potential for growth and advancement, including, but not limited to:
- Varied career paths within the Care Connect team (based on experience and performance)
- Opportunities to grow your career outside of the Care Connect team and across our enterprise
- Exposure to all aspects of the health care industry
- A focus on training, quality assurance and quality control with clearly defined goals
- Persistent pursuit of our four Core Behaviors
Whatever your role at our Care Connect center, you’ll enjoy many career advantages, including:
- Attractive compensation and benefits
- A culture of recognition and support
- Discounted parking
- And more!
In addition, you’ll work within a dynamic, fast-paced and fun environment where special events, celebrations and community involvement are all part of the experience. Above all, you’ll be able to make a direct, daily impact in the lives of our patients and help us transform the way health care is provided.
Join us on our mission to create a remarkable health experience, freeing people to be their best!
Facility
Career Path
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