Call Center Representative

Answer all inbound calls with professionalism and customer service framework communication. Following up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls (outbound calls) Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance, to escalate, resolve and conduct service recovery.  Identify and escalate emergency distress and/or client safety concerns calls to Senior Clerical for guidance or further escalation to management and/or clinical supervisors.Document and complete Call Center Form for data call log. Fulfill surveys/reports issued by Call Center Supervisor as needed. Complete Call Center task assignments provided by management team Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals. Maintain confidentiality and always comply to HIPAA regulations.  Assist with intake calls for case management as needed for coverage and staff call outs.Provide support to the clinical team and chart maintenance as needed.  Perform other duties and tasks as assigned by Senior Clerical Team  Perform other related duties and tasks as assigned by the Call Center Supervisor.