Customer Service Agent - Access - Remote; Centralized Scheduling- Gwinn​/Rockdale​/Newton​/Clayton

Customer Service Agent - Access - Remote (Centralized Scheduling) – Gwinn./Rockdale/Newton/Clayton Co. (Administrative)

View Point Health

Job Title:

Customer Service Agent (Access)

Job Code: GSS
080/Administrative Support 1 or T1601/Personnel Services Worker

Shift: Full-Time (40 hours per week on average) or PRN/Hourly (19 hours per week on average)

Job

Hours:

8a 5p Monday - Friday

Base

Location:

Remote / Lawrenceville, GA

Division/Department/Program:
Centralized Scheduling Access

View Point Health is a community behavioral health center providing services to individuals who need treatment and support for mental illness, substance use disorders, and intellectual and developmental disabilities, serving uninsured, underinsured, low-income Medicaid, Medicare, veterans and some private insurance across multiple locations with a full continuum of behavioral health services.

• Maintaining daily operations of a busy call center; handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Answering multi-line phone calls, checking authorizations, distributing documents, and fielding/managing/scheduling new and existing client appointments for all View Point Health locations and community providers.
• Data entry, maintaining and updating schedules for Doctors, APRNs, and Nurses.
• Research system to find missing information; coordinate with other departments to resolve issues.
• Follow process of the client program and perform tasks in a courteous and professional manner.
• Utilize systems and technology to complete account management tasks; follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential information and personal data.
• Escalate customer issues to appropriate staff and manager for resolution; ensure first call resolution through problem solving and effective call handling.
• Attend meetings and trainings; review training material to stay up to date on program knowledge, systems, and processes.
• Adhere to attendance and work schedule requirements.
• Other related duties as assigned.

• High school diploma / GED and ability to perform basic office functions and computer-related duties.

• One to two years of call center experience preferred in medical/mental health or Substance Use settings, or at least one year in a customer service role.
• Ability to multitask and problem solve; work well independently and in a team.
• Excellent customer service skills; experience interacting with behaviorally challenged individuals.
• Experience with ECR and/or Carelogic is a plus but not required.
• Experience with Excel spreadsheets; bilingual is a plus.
• Excellent time management skills.

• Must be able to work remotely in a quiet, secured location; must attend onsite training/orientation for 4-6 weeks at the Lawrenceville Office.
• Must be able to lift 20 pounds; requires long periods of sitting.
• Must have a valid Georgia driver’s license and MVR in accordance with company policy.
• Candidates must pass a criminal background check (including fingerprinting) and a pre-employment drug screen; subject to random drug screens.
• Any combination of training and experience that would enable the applicant to acquire the necessary knowledge, skills, and abilities.

Note:

Some positions may require a valid driver’s license.

• State Health Benefits Package (medical, dental, vision, life insurance, disability, long-term care, legal services, flexible spending accounts).
• Paid New Hire Training.
• Company contributes an additional 7.5% of salary to 401(a) Retirement Plan.
• No employee deduction for Social Security.
• Additional benefits such as legal services, Employee Assistance Program and discounted tickets to attractions, shopping, technology, and travel.
• Supervision, training, and continuing education opportunities available.

View Point Health is an Equal Opportunity Employer. View Point Health recruits qualified candidates for positions in View Point Health programs throughout its service area. It is the policy of View Point Health to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any type without regard to race, color, sex, religion, national origin, age, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.