REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• High School diploma or equivalent.
• 2+ years of call center experience.
• Strong interpersonal and communication skills; ability to motivate and guide team members.
• Proficient in call center software, CRM systems, and Microsoft Office Suite.
• Strong problem-solving skills; ability to resolve escalated issues with empathy and professionalism.
• Excellent organization, multitasking, and time management abilities.
• Flexible for changes in shift or scheduling to meet business needs.

Individual must:

• Focus on collaboration and be willing to adapt to new technology, processes, procedures and environment.
• Be able to monitor performance of others and give feedback and training as needed.
• Remain calm and clear-headed during times of conflict to identify appropriate solutions.
• Work cohesively with the Operations Manager to develop the PSR team.
• Be proactive, forward thinking and creative for continuous process improvement.
• Possess interpersonal skills and develop rapport with patients and their families, community and other health care personnel.
• Exhibit a professional and respectful demeanor.
• Work successfully independently and within a team.
• Be able to manage patient records, schedule appointments and prioritize tasks effectively.
• Demonstrate excellent customer service, helpfulness, and a positive attitude.
• Possess both verbal and written communication skills.
• Possess superior organizational skills, attention to detail and the ability to multi-task and meet deadlines.
• Maintain confidentiality, discretion and confidential records.
• Reliably and timely respond to phone and email correspondence.
• Be self-motivated, assertive and proactive in driving tasks to completion with minimal supervision.
• Display proficiency in use of personal computers and Microsoft Office (Outlook, Word and Excel).
• Have strong oral and written communications skills.
• Demonstrate the ability to recognize, understand, and appreciate the value of cultural diversity and communicate medical information in plain language.
• Demonstrate social and cultural sensitivity appropriate to ethnically and economically diverse patients and staff.
• Hold current drivers’ license and reliable transportation.
• Travel to all parts of the facility and throughout the community if needed.

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• Relevant Associate’s or Bachelor’s degree.
• Demonstrated leadership responsibilities.
• Bilingual fluency in written and oral English/Spanish.

• Must have manual dexterity and experience to perform handwritten paperwork, recordkeeping, and filing.
• Prolonged sitting, standing, or walking may be required.
• Frequent bending/stooping, squatting, reaching above the shoulders, twisting and turning, kneeling, and pushing/pulling may be required.
• Employment is contingent upon successful clearance from Criminal, Kansas and Missouri Child/Elder Abuse and Neglect, Sex Offender background investigations, TB testing, pre-employment drug testing, and verification of Hepatitis-B, flu and COVID-19 immunizations.
• Occasional evening and weekend availability are required