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 22, 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, including family and domestic partners
- Health Saving and Flexible Spending Accounts
- Life, AD&D and disability insurance
- Retirement benefits
- Paid time off, including paid holidays and a volunteer day
- Tuition reimbursement
- Volunteer opportunities
- Work/life programs, including Employee Assistance Plans
Wellness Resources and Programs
Employees have access to the following wellness programs and resources:
- Onsite employee health center with same-day sick appointments, physical therapy and pharmacy services at major campuses
- 24/7 telephone access to health and wellness coaching to achieve personal goals
- Fitness center access for all employees inclusive of showers, lockers, and group exercise classes at major campuses
- 100% coverage for preventive exams, including onsite flu shots
- Incentive program that rewards employees with reduced health insurance premiums
- Onsite chef-led cooking classes and tastings at major campuses
- Departmental physical activity challenges to build camaraderie and reward employees
- Sit-to-stand workstations, as well as personal ergonomic desk consultations
- Onsite seated massage and stress management classes, including yoga and meditation at major campuses
- Work-life resources, such as employee discounts and financial counseling services
- Secure bicycle parking at major campuses
- Environmentally healthy workplace, including energy-efficient buildings and eco-friendly product use
Employee Benefits and Wellness
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