Call Center Representative

Overview

We’re excited you’re interested in starting your new journey at Syncrotist! We wanted to give you information about what we do and what the training structure will generally look like.

Syncrotist provides support services for many of the prominent companies for in-home care in a rapidly growing market. With over 350 current home care office clients, we are the only company dedicated completely to partnering within this marketplace. Our communication specialist will act as a liaison and manage calls from caregivers, clients, family/friends of clients, insurance companies, and more to answer questions and resolve any emerging problems that our customer accounts might face with accuracy while focusing on empathy.

All candidates will be provided with paid training. We offer both part-time and full-time positions.

Due to our specialized focus on health care calls, our call center is not like most. We are the connection between the caller and the office, so it is up to us to translate the phone call into an email form that will give the office accurate information so they can take over after the call. The overall structure of what we do is the same;

however, each office may have different instructions on call handling for specific situations. We need agents who are adaptable, friendly, compassionate and efficient.

• Standard home health care intake calls
• Outbound lead calls: prospect calls as well as employment screenings
• Plus Service calls (enhanced): beyond handling standard calls, we provide a tailored service that includes completing subsequent steps within our workflow. This enhanced solution involves training on the office's scheduling system and ensuring a heightened focus to seamlessly integrate into their operations. We focus on utilizing 5 main CRMs:
  Wellsky, Swyft Ops, Axis Care, eRSP, and HHA
• pCare: hospital support calls activating TV & phone services

• Excellent communication skills
• Writing skills:
  Grammar and punctuation, sentence structure, etc.
• Computer skills:
  Typing, computer navigation, site navigation, etc.
• Problem solving skills
• Empathetic & compassionate
• Strong interpersonal skills & emotional intelligence
• Detail oriented and ability to multitask
• Ability to self-manage as well as work with a team
• Strong work ethic: focus, dedication, dependability, self-discipline, goal-oriented, reliability, high productivity, punctuality, etc.

About one week in classroom training where you will be introduced to the Syncrotist portal, companies we service, call types & call reasons, internal software tools, etc. We will focus on the following:

We service 17 companies with over 350 offices nationwide. Each office can have different processes and protocols to follow for call handling.

On the floor training includes, but is not limited to:

• Tethering with agents listening to live calls while QAing the call or typing the notes on the form in real time
• Tethering with an agent taking the calls and processing the forms yourself
• Processing live calls without tethering (with heavy supervisory oversight)
• Digital lead training (outbound employment & new client calls)
• Syncrotist+ calls (enhanced call follow-up procedures for certain offices)

• Do you have call center/customer service experience? If no, what types of positions have you held previously that you feel would be relevant to this position? *
• Are you currently working, and if no why did you leave your last position? *
• What about this position interest you? *
• Do you feel you are proficient with Windows based programs, Google chrome and have knowledge of Word/Excel? Have you worked with multiple screens/tabs? *
• What type of work are you looking for? (Full time, part time, 1st shift, 2nd shift, 3rd shift) *
• A weekend shift each week is mandatory, is that something you can commit to? *
• Syncrotist does background checks for all employees. Is that something you are comfortable with? *
• How did you hear about us? (If it was a referral, please include their name) *