Contact Center Agent I

This contact center agent, fully remote position provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience to include empathy, integrity, and agility.

What You Will Do

• Supports a designated line of business, initiating proficiency in a specific area of expertise within VNS Health.

• Receives and addresses consumer inquiries, resolving non-clinical issues and complaints across VNS Health, while fostering effective relationships with customers, physicians, hospitals, and internal contacts for prompt issue resolution.

• Demonstrates empathy, active listening, and clear communication with consumers to ensure their needs are understood and addressed, fostering a positive consumer experience.

• Establishes customer-focused relationships to ensure efficient issue resolution, staying updated on organizational changes through ongoing training and educational resources.

• Operates within contact center standards and metrics, fostering a collaborative culture by sharing best practices and identifying improvement opportunities to enhance the consumer experience.

Education:

• High School Diploma or equivalent required

• Bachelor's Degree in Communications, English, Public Relations or related field, or the equivalent preferred

Work Experience:

• Minimum of one year of customer service experience preferably in a health care setting required

• Excellent oral/verbal communication and customer service skills required

• PC skills including Microsoft Office

• Bilingual skills may be required as determined by operational needs