With a career at CHR, you can look forward to a respectful workplace, an inclusive culture, and most importantly, a family. A career can mean different things at different workplaces. Apply now to see what it means to us and what it's like to work somewhere your voice is heard, your wellness is a priority, and your success matters.JOB TITLE:Bilingual Customer Service AgentEMPLOYMENT TYPE:Full-Time; 40 hours/weekSCHEDULED HOURS: Monday-Friday 8:30AM-5:00PM; some evenings required 11:30am-8:00pmPROGRAM/LOCATION:Triage Center, Manchester, CTPC#:2407ABOUT THE PROGRAM: Triage CenterResponds to statewide requests for CHR services. Provides screening & triage to multiple levels of care. Refers individuals and/or families to the appropriate level of care in or out of our service system. Crisis triage to 911/emergency services and/or MCRT & EMPS (via 211) as needed. Triage Center is staffed by a team of call center agents, care coordinators, and a manager.ABOUT THE POSITION: Bilingual Customer Service AgentDuties and Responsibilities
- Consistently provide genuine, friendly, personable and professional service.
- Responsible for appointment scheduling and intake service coordination.
- Schedules clients with providers to help them access treatment in a timely fashion.
- Establish rapport and working relationships with clients and clinical staff in order to enhance the overall engagement experience for clients.
- Handle a high call volume in a fast-paced contact center environment.
- Provide education to clients about available CHR resources to assist them in accessing treatment, i.e., transportation alternatives and schedules of providers.
- Coordinate, network and schedule hospital, urgent care, and appropriate internal/external programs within agency guidelines.
- With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
- Stays abreast of all agency and clinic policies regarding access, no shows and scheduling.
- Maintains documentation in compliance with agency and program standards.
- Ability to meet key performance metrics.
- Proactively resolve escalated customer issues.
- Assist clients with general questions and requests for information.
- Provides excellent customer service to all clients and families.
- Provides culturally & linguistically appropriate customer service to clients, client's families and collaborative partners with available interpretation services.
- Participates in staff meetings, supervision, trainings and other meetings as assigned.
- May perform other assignments and duties as program and agency needs require.
QUALIFICATIONS: Education:High School Diploma or equivalent required, Bachelor's Degree preferred.Experience:Minimum of 5 years of experience in a customer service oriented role required. Intermediate to advanced typing and technical aptitude required. 2-5 years of experience working in a call center environment preferred. Prior experience working in a medical office or in social services preferred.Why Join CHR? Award-Winning Workplace:
- Proudly recognized as a Top Workplace for 11 consecutive years!
Generous Time Off:
- Enjoy ample paid time off, including a special day off for your birthday!
Retirement Savings:
- Benefit from contributions to your 403b Retirement Plan.
Comprehensive Insurance:
- Competitive premiums with added discounts on pet, auto, and home insurance!
Education & Tuition Support:
- Tuition reimbursement and professional development programs.
- Student loan repayment assistance (Public Service Loan Forgiveness, Nurse Corps, NHSC/HRSA at select sites).
- Exclusive tuition discounts for CHR employees at several local colleges/universities.
Career Development:
- FREE robust training curriculum, featuring our brand-new Clinical Training Series for interactive learning, practical skill enhancement, and professional growth!
- Clinical supervision and/or mentoring available at many programs.
- Internal career fairs: connect with recruiters to discuss your career aspirations and the various opportunities available within our over 80 programs statewide.
Wellness Program:
- Annual wellness stipend.
- FREE 24/7 confidential counseling sessions and a FREE premium subscription to the Calm app, for employees and their families.
- Fun activities like virtual bring-your-pet-to-work lunches, weekly yoga, coloring contests, employee appreciation events, and more!
Employee Involvement:
- Exciting learning collaborative fostering diversity, equity, inclusion, and belonging.
- Join employee-led resource groups, DEI Council, and Wellness Committee.
- Participate in leadership luncheons with our CEO and various agency committees!
Stay Informed:
- Weekly video updates from our CEO and monthly newsletters to keep you in the loop.
And So Much More:
- Many benefits are available to all staff, regardless of the hours worked, with some subject to eligibility.
Join us at CHR and be part of an exciting, supportive, and dynamic workplace where your growth and well-being are our top priorities!COMPENSATION*: $18.00/hr min., and up commensurate upon experience. *Actual rates are determined at the time of offer and are based on relevant experience, as well as, adherence to our internal equity policy. Many of our positions offer program/location differentials and/or sign-on incentives. (Please note, for part-time positions this range would be pro-rated based on hours worked)CHR is committed to fostering an inclusive culture that respects differences and honors the experience of our diverse staff. We encourage women, members of ethnic minorities, LGBTQ+ individuals, people with (dis)abilities, and veterans to apply.Take the first step to a meaningful career and apply to CHR today!