Contact Center Representative

Cortica is looking for a remote Contact Center Representative to join our growing multi-disciplinary team.  

In this role, you will be responsible for providing exceptional customer service by managing and resolving client scheduling issues, ensuring efficient and effective communication, and meeting key performance goals. This role requires excellent communication skills, strong problem-solving abilities, and a commitment to providing high-quality support. 
 
We are a rapidly growing healthcare company pioneering the most effective treatment methods for children with neurodevelopmental differences. Our mission is to design and deliver life-changing care – one child, one family, one community at a time. Ultimately, we envision a world that cultivates the full potential of every child. At Cortica, every team member is instrumental in helping us achieve our mission! 
 
Our culture and values guide how we work and treat one another. Cortica celebrates diversity and fosters an inclusive environment, seeking ideas and opinions from everyone on the team. We safeguard equal rights and respect for all individuals, regardless of race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry, veteran status or other applicable, legally protected characteristics. All Cortica employment decisions are made based on an individual’s qualifications and ability to successfully perform the job responsibilities. 

What will you do? 

• Manage first contact resolution for client call-ins and emails with scheduling issues, such as:   

• Is highly accountable and responsive to incoming phone inquiries, voicemails, emails; ensures follow-ups are done in a timely manner, meeting established Service Level Agreements.  
• If unable to provide one call resolution, direct requests and unresolved issues to the designated resource as needed.  
• Keep records on details of customer interactions.  
• Record details of inquiries, comments, and complaints.  
• Assist with client appointment cancellations and rescheduling in real-time.  
• Assist with same-day or last-minute appointment cancellations and rescheduling efforts.  
• Notify appropriate staff of appointment cancellations in order to prioritize filling appointments.  
• Assist with family requests for one-time time adjustments (early, late, location).  
• Handling client tardiness and informing provider.  
• Addressing general questions about scheduled appointments, provider availability and billing.  
• Serves as the liaison between multiple teams while working collaboratively with scheduling, care navigator, enrollment, benefits team members, and other Cortica staff to support and understand overall scheduling for services.   
• Route calls as needed to the appropriate personnel (e.g., questions for clinicians). 

We’d love to hear from you if: 

• You have a high school diploma or equivalent (bachelor’s degree preferred). 

• You have prior experience in a call center or customer service role (preferred).  
• You are customer service oriented –friendly, cheerful, and helpful to clients and others while following Cortica policies and procedures.  
• You can collaborate cross-functionally to ensure the needs of the clients are being met, and can identify opportunities to improve service and propose solutions to implement.  
• You can research and problem-solve to determine appropriate solutions for clients, think proactively, and set follow-ups as needed to ensure timely resolution.  
• You have demonstrated communication and interpersonal skills sufficient to convey information in a clear, concise way, synthesizing information and presenting it to families and team members.  
• You are skilled at using software and systems including electronic medical record systems, workflow management, and scheduling software.  
• You possess basic computer skills and knowledge of Microsoft Word, Excel, and Internet Applications, as well as knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.  
• Must reside in one of the following states: AR, AL, CT, DE, FL, IL, IA, KS, LA, MA, MD, NC, NJ, NY, OH, PA, RI, TN, TX, VA, WI
• Must be on Eastern or Central Time to accommodate scheduling needs. 

Your compensation and benefits 
 
Cortica cares deeply about each team member and their wellbeing! We strive to foster an outstanding employee experience and culture. We also provide a terrific benefits package. Full-time employees enjoy a variety of company subsidized medical and dental insurance options, 401K with company match and rapid vesting, Personal Time Off that increases based on tenure, paid holidays, company-paid life insurance, disability insurance options, tuition reimbursement for continuing education and professional development, employee referral bonus awards, and more. 

The base pay range for this opening is $19.95 to $24.93. According to your skill level, relevant experience, education level, and location, you will receive compensation that fits appropriately within the range.  

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