Bilingual Spanish/English Call Center Agent On Site Orlando

Job Type: Full-Time/Part-Time
Hours: 7:20 AM- 6:00 PM EST
Salary: $15.50
Benefits: Available after 60 days for full-time employees

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 31 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Summary of Position:
An in-office Customer Service Agent will take calls from patients and assist in scheduling, and rescheduling Telehealth Consultations and or in-office visits. The calls can average 5 to 6 minutes but can be 10 minutes in length or as needed. Many callers could be distressed and or emotional, so our agents must be willing to calm the callers and provide support through the scheduling process. Our ideal candidates are patient, professional, and passionately communicative. Our most effective agents can put themselves in the patient’s shoes and assist as necessary. Our paid training program will equip you with the knowledge you need to assist patients, and our supervisors will support you every step of the way.

Job Duties / Responsibilities / Essential Functions:
The primary role is to assist in scheduling or rescheduling of in-office or Telehealth consultations with providers. Be fully trained and maintain a complete understanding of the call handling processes, procedures, and call requirements
Document all call activity accurately in the NextGen scheduling systems with complete and thorough notes. This is critical to ensure patients are scheduled properly and accurately.
Identify the needs of the patient, clarify information, and provide accurate answers to the patient’s issues or concerns
Attend team daily in-office meetings as scheduled via Zoom
Attend customer training sessions in the office
The requirement to diligently log into the UKG payroll system, Contact Center tools, and websites as required
Required Knowledge /Skills / Abilities / Qualifications:
Must possess excellent communication skills, especially in listening
Have a high level of compassion for callers/patients and a desire to de-escalate distressed callers
Must have good interpersonal skills to enable an easy conversation flow with customers at all times
Have the skill to use keywords to show empathy and compassion for the patients
Must learn and maintain knowledge of customer relationships or customer service practices
Flexibility in role/job function changes and shifts to meet customer requests and demands
Skilled at typing (intermediate level) and data capture and entry using proper grammar and correct spelling
Must be able to multitask and manage time properly and effectively
Must be able to adapt to different situations and individuals
Ability to prioritize in the face of multiple tasks or assignments
Being willing to work in the office is a must
Ability to work as a team member with solid communication skills using group Chat and video conferencing technology
Ability to take directions from leadership using Video Conference (Zoom) and a group Chat solution such as Matter Most
Skilled at using group Chat and Video conferences to communicate with leadership for issue escalation
Be willing to attend training and learn processes and procedures using video conference technology (Zoom) in person
Willing and able to work 4–8-hour shifts using a computer with a keyboard, using two PC monitors, and a headset with a microphone to verbally communicate with patients
Be dedicated to working the schedule provided with minimal absences
Must be acceptable to have calls monitored and/or recorded and understand that agent activity is closely monitored using call center technology to track productivity.

Experience/Education:
Must be 18 years or older
A minimum of high school diploma or GED
English is a primary language and bilingual Spanish
At least 1 year of work experience in a call center/customer service, medical scheduling environment is preferred
Background checks up to 7 years past are mandated