Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers.  We provide primary care services (medical, dental and behavioral healthcare) through 28 outpatient health centers in El Paso, Teller, Elbert, Adams, Arapahoe, Lincoln and Kit Carson counties.  We deliver care with our strong “Hospitality” culture.  Our organization has over 850 employees and serves over 92,000 patients in the Pikes Peak and East Central Plains region.  Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Position located at 34 Hybrook in Divide, CO.


Job Summary

Under the supervision of the Customer Service Center Supervisor, an Agent 1 is responsible for providing excellent, compassionate and empathetic customer service to each unique individual calling Peak Vista through one-call resolution.

The Customer Service Agent 1 is responsible to:

• Live by Peak Vista Core Values in order to reinforce Peak Vista’s mission
• Exhibit empathy, compassion, patience, adaptability, and listening with understanding.
• Build trust by understanding the unique needs of our patients and customers and resolving those needs effectively and efficiently.
• Process all calls in an efficient, effective, compassionate and courteous manner.
• Follow all instructions, procedures, protocols, and updates necessary for answering and handling calls for an exceptional patient experience.
• Provide professional patient care by obtaining, verifying, and documenting necessary demographic, insurance, and other vital information.
• Schedule and re-schedule patient appointments, communicate patient concerns and questions to care team in medical home, and put patients in contact with the correct department to help meet their needs.
• Be proficient with all technology programs to include but not limited to: NextGen, Sharepoint, CISCO, Finesse, Microsoft Office.
• Utilize resource materials for accuracy and efficiency.
• Respond with the utmost courtesy and empathy to all unique patient requests.
• Take complete messages with patient information and concerns and forward for appropriate follow up in an efficient manner.
• Meet or exceed quality assurance and metric expectations.
• Communicate effectively and collaboratively with upper management and teammates.
• Be an effective team player.
• Be accountable for individual work schedule and attendance.
• Understand and abide by HIPPAA guidelines.
• Other duties as assigned.

Qualifications 

Education: High School Graduate or GED equivalent

Work Experience: Six months customer service experience in any environment, preferred.

Cognitive Skills (Language, Math, Reasoning Ability):

An individual must possess:

• strong verbal skills
• decision-making skills
• a strong grasp on proper spelling and grammar for the English language
• excellent customer service skills
• empathy and compassion
• patience
• ability to listen with understanding
• ability to adapt to change

Computer Skills:

To perform this job successfully, an individual must be computer literate, have keyboarding skills, and general knowledge of internet use.

Certificates and Licenses: N/A
 

Physical Demands

The employee must be able to sit for long periods of time with occasional standing and walking, moderate bending, moderate energy requirements, and frequent fine motor skills. Looking at computer screen continuously for long periods of time, hearing within normal range

*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is an Equal Opportunity Employer.