Call Center Specialist

Call Center Specialist, Oklahoma City, OK, US

EGID Call Center Specialist

Position Purpose

The Call Center Specialist is responsible for placing a high volume of outbound calls, as well as taking inbound calls, ensuring member satisfaction through effective communication, timely resolution of inquiries, and accurate documentation. The role includes maintaining compliance with HIPAA and other relevant regulations, as well as supporting various administrative tasks as assigned.

• Placing a high volume of outbound phone calls to Medicare members with upcoming plan changes.
• Ensure all calls are tracked appropriately using the call center tracking application with accurate reporting of agent states in real-time.
• Adhere to HIPAA regulations to protect the privacy and confidentiality of member information, completing all required compliance training.
• Provide efficient and knowledgeable responses to member inquiries, ensuring calls are resolved effectively and documented appropriately.
• Adhere to designated work schedules and break times to ensure optimal coverage and service delivery.
• Prepare and manage workflow referrals, ensuring timely follow-up and resolution of issues.
• Support additional tasks and projects as required, demonstrating flexibility and teamwork.
• Other duties may be assigned as needed.

Supervisory Responsibilities: This position does not supervise.

Requirements

Education and/or

Experience:

• Education and Experience requirements at this level consist of one year of experience in clerical office work; or as a customer service representative; or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience.