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Contact Center Agent 3

Overview

Provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNSNY standards. Displays VNSNY’s care and commitment to its members and patients by creating a positive consumer experience. Works under direct supervision.


Responsibilities
  • Supports three VNSNY lines of business after acquiring specialty knowledge in three LOBs.
  • Receives and responds to consumer inquiries.  Resolves non-clinical inquiries and complaints related to customer service across VNSNY.  Establishes effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution.
  • Displays empathy towards, actively listens to, and clearly communicates with consumers to ensure their needs are understood and addressed to create a positive experience.
  • Establishes effective customer-focused working relationships with consumers to ensure issue resolution.
  • Keeps up with all organizational changes and updates through on-going training, coaching and educational materials.
  • Adheres to general contact center standards and metrics (e.g., call handling parameters).
  • Operates in a team-oriented and collaborative culture by actively sharing best practices and identifying opportunities for improvement to further enhance the consumer experience.
  • Sets up, coordinates and tracks services provided by the LOB, its contractors, and other community agencies and institutions.  Follows up to ensure services are scheduled and provided, and ensures services are within the defined program parameters.
  • Establishes effective working relationships and communications with consumers and internal contacts to ensure problem resolution.
  • Acts as liaison to VNSNY staff, departments and programs to trouble shoot problems and ensure that information received is accurate and updated.
  • Participates in outreach programs that promote consumer retention, improved quality, and updates records on activities for management for review.
  • Assists with planning and implementation of customer service and telephone responsiveness activities and initiatives.  Tracks, organizes, and maintains records of service logs, performance reports and other data, as needed by management for review.
  • Enters required data and reconciles input with documentation.
  • Participates in special projects and performs other duties as assigned.

Qualifications

Education:

  • High School Diploma or equivalent required. 
  • Bachelor’s Degree in Communications, English, Public Relations or related field, or the equivalent preferred.

Experience:

  • Minimum of two years of customer service experience required, preferably in a health care setting.
  •  Excellent oral/verbal communication and customer service skills required. 
  • PC skills including Microsoft Office required. 
  • Bilingual skills may be required as determined by operational needs.

ABOUT US

The Visiting Nurse Service of New York (VNSNY) is one of the nation's largest not-for-profit home- and community-based health care organizations, serving the five boroughs of New York City, and Nassau, Suffolk, and Westchester Counties. For over 125 years, VNSNY has been committed to improving the health and well-being of people through high-quality, cost-effective health care in the home and community. We offer a wide range of services, programs, and health plans to meet the diverse needs of our patients, health plan members, and clients from before birth to the end of life. On any given day, VNSNY employees - including nurses, rehabilitation therapists, social workers, home health aides and other professionals - deliver compassionate care, unparalleled medical expertise, and 24/7 solutions and resources to approximately 40,000 individuals in our care helping them to live the best lives possible in their homes and communities.