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Evening First Call Resolution Jobs in Colorado (NOW HIRING)

RxBenefits

Team Lead, Member Services

Denver, CO · On-site

Conduct QA call monitoring and provide coaching and feedback * Hold agents accountable for ... Excellent communication, coaching, and conflict resolution skills * Ability to manage performance ...

First Interstate Bank

Wealth Advisor I

Denver, CO · On-site

The health and happiness of the places we call home matter to us. Learn a little more about what we ... Performs all duties and responsibilities consistent with First Interstate, Wealth Management ...

Douglas County School District (CO)

$20.35 - $33.48/hr

Assess danger and call for assistance if necessary; intervene to halt or prevent fights ... First Aid/CPR Certification - Various Education:High School or Equivalent (Required) Skills:

Douglas County School District (CO)

$20.35 - $33.48/hr

Assess danger and call for assistance if necessary; intervene to halt or prevent fights ... First Aid/CPR Certification - Various Education:High School or Equivalent (Required) Skills:

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Evening First Call Resolution information

What is an Evening First Call Resolution specialist?

An Evening First Call Resolution specialist is a customer service professional who works evening shifts and is responsible for resolving customer inquiries or issues during the first contact. Their goal is to provide effective solutions without the need for follow-up calls or escalations, ensuring customer satisfaction. This role often requires strong communication skills, problem-solving abilities, and familiarity with company policies and procedures. Evening shifts are especially important for businesses that operate outside typical business hours or offer 24/7 support.

What are the most common challenges faced by Evening First Call Resolution specialists, and how can they be effectively managed?

Evening First Call Resolution specialists often face challenges such as handling high call volumes during peak hours, addressing complex customer issues with limited resources, and working with reduced support staff compared to daytime shifts. Effectively managing these challenges involves maintaining strong communication with team members, leveraging knowledge bases for quick problem-solving, and staying adaptable to changing priorities. Building expertise in the company's products and services, as well as developing strong listening and empathy skills, can help specialists provide efficient and satisfactory resolutions to customers during evening hours.

What is the difference between Evening First Call Resolution vs Customer Service Representative?

AspectEvening First Call ResolutionCustomer Service Representative
Primary FocusResolving customer issues on first call during evening hoursHandling customer inquiries and providing support across shifts
Work EnvironmentCall centers, customer support teams, evening shiftsCall centers, retail, or service industries, often full-time or part-time
CredentialsBasic customer service skills, communication skills, sometimes certifications in customer supportSame as Evening First Call Resolution, often with experience in customer service

While both roles involve customer interaction, Evening First Call Resolution emphasizes resolving issues on the first call during evening hours, focusing on efficiency and problem-solving. Customer Service Representatives handle a broader range of customer inquiries across various shifts, including evenings, but may not always prioritize first-call resolution. Understanding these differences helps employers and job seekers align expectations and skills for each role.

What are the key skills and qualifications needed to thrive as an Evening First Call Resolution Specialist, and why are they important?

To thrive as an Evening First Call Resolution Specialist, you need strong problem-solving skills, customer service expertise, and often a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and ticketing tools is typically required. Exceptional communication, patience, and the ability to remain calm under pressure distinguish top performers in this role. These skills are crucial for efficiently resolving customer issues during evening hours, enhancing satisfaction, and maintaining company reputation.
What cities in Colorado are hiring for Evening First Call Resolution jobs? Cities in Colorado with the most Evening First Call Resolution job openings:
Evening First Call Resolution jobs near you
Intake Specialist I (Hybrid / Denver, CO)

Intake Specialist I (Hybrid / Denver, CO)

FREEDOM CARE , LLC

Denver, CO • On-site

$20 - $23/hr

Other

Medical, Retirement

Posted yesterday

FreedomCare rating

7.2

Company rating: 7.2 out of 10

Based on 45 frontline employees who took The Breakroom Quiz

32nd of 232 rated social care providers

Job description

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.
We pride ourselves on our values which drive the level of care that we deliver to our patients:

  • Here For You (An attitude of service, empathy, and availability)
  • Own It (Drive and ownership)
  • Do the Right Thing (High integrity)
  • Be Positive (Great attitude and a can-do positive approach to challenges)
Join our team and make a positive impact on the lives of others! We are looking for an Intake Specialist I for our team in Colorado.
This is a Monday through Friday Hybrid position with 2 days remote and 3 days at our beautiful Denver, CO office (near the Denver Tech Center).
The Intake Specialist role is responsible for the enrollment of potential patients and caregivers into FreedomCare of Colorado's Home Care programs and act as a liaison for consumers, providers and Case Management Agencies. This role combines the intake and onboarding activities for both patients and caregivers and provides one point of contact consumer experience in their transition from "Qualified" to "On Care."
This role is a full-time role in our Denver office, which is in the area of the Denver Tech Center.
Position Overview:
  • Work closely with Patients and Caregivers to educate them and assist them on the application and enrollment process
  • Provide necessary documentation and requirements with the Case Management Agency and the patient's Caregivers to ensure services are authorized in a quick and efficient turn-around time to get them on Care
  • Work with other medical providers to ensure all documentation for potential patients and caregivers are in compliance
  • Provide a high-level of customer service through one-call resolution, as measured by "no need for additional follow up" demonstrating FreedomCare's values of ensuring care and compassion with a positive, helpful demeanor
  • Consistently meets monthly performance metrics consisting of starting patients on Care and call handling
Every day you will:
  • Act as the primary point of contact for prospective Patients and Caregivers: coaching them through the application and enrollment process of the program
  • Demonstrate effective case management by maintaining a 1 business day email, chatter and voicemail response time
  • Act as the primary point of contact for prospective Patients and Caregivers: coaching them through the application and enrollment process of the program
  • Navigate multiple systems, such as Intake Self Service and insurance portals to determine eligibility and obtain authorization
  • Maintain detailed patient, caregiver, and external stakeholders' case notes. • Focus on the growth of FreedomCare population by enrolling each case with interest
  • Adhere to HIPAA guidelines
Our ideal candidate will possess:
  • Experience in managing a high volume of inbound and outbound calls
  • A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience
  • Ability to articulate case statuses through detailed notes on salesforce
  • Ability to resolve issues over the telephone with eager clients comfortably
  • Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues
Nice-to-Haves:
  • 2+ years of relevant experience in a similar position is preferred
  • Bilingual in Spanish, or other languages desired
  • Salesforce proficiency

Why work at FreedomCare?
We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.
This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!
At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.
#INDHV
At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $20.00 and $23.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.
Compensation Range
$20-$23 USD

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