Job Description

Description
Access Point has an exciting opportunity for a Call Center Representative to join our team. The Call Center Representative position is remote, work from home. If you\xe2\x80\x99re passionate about serving others and have a desire to make an impact, Access Point may be for you. Come join our dynamic group of talented team members who all share the desire to create innovative products and solutions that fuel healthcare transformation. This is an exciting and fast-paced opportunity for smart, motivated, caring people to join a fast growing organization with plenty of opportunity to advance. We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, see what opportunities we have for you. Summary: Responsible for accurately and efficiently answering calls received in the Contact Center while providing the highest level of customer service. The Representative will use the appropriate procedures, tools and equipment to answer inquiries and relay messages Essential Functions:

• Handle inbound calls in a manner that fall within the service level agreement (SLA) established for the department
• Display the ability to understand the reason/needs for the patient or clinicians call and page or contact the appropriate physician to meet the caller\xe2\x80\x99s needs
• Ability to utilize and maneuver several different software systems to resolve customer inquiries
• Accurately document caller information and navigate scripts using active listening skills
• Meet specified goals and objectives as assigned by management on a regular basis
• Provide exceptional customer service to all clients
• Maintain confidentiality of account information at all times
• Escalate any problems that may arise
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct
• Maintain awareness of and actively participate in the Corporate Compliance Program
• Assist with other projects as assigned by management
• Regular and reliable attendance.

Skills & Abilities: Business Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs. Technical Computer Skills: Demonstrate use of intermediate computer operations (basic programming, relational databases, and operating systems) and intermediate software packages. Complex Communication - Frequently communicates complex information and interacts with management. Can present, resolve, and address delicate situations. Can motivate and persuade others. Varied Business Problems - Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general practices. Department Specific Impact - Decisions impact the management and operations within a department. May contribute to business and operational decisions that affect the department. Functional Independent Judgment - Provides and sets goals and priorities for functional area. May make recommendations for department policies, practices, and programs. Makes decisions for and/or resolves problems for others. Project Management Planning / Organization - Handle multiple projects simultaneously including task delegation, project oversight, and resource allocation. Physical & Mental Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities. While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment and Travel Requirement:
Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities. Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts. In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to bloodborne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment. Noise level in the work environment is typical for an office and/or hospital environment. No travel associated with this role.
Benefits: Competitive pay and benefits including 401k, paid time off, employee illness benefit (EIB), medical, dental, vision. Additional Information: Lifepoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans\' status or any other basis protected by applicable federal, state or local law.
Qualifications

Education:

• High School Diploma/GED- required

Experience:

• Six months of call center experience/customer service skills preferred
• Basic Healthcare knowledge preferred