Peak Vista Community Health Centers is a nonprofit health care organization whose mission is to provide exceptional health care to people facing access barriers through clinical programs and education. We provide integrated health care services including medical, dental, and behavioral health through our 22 outpatient health centers. We deliver care with our strong "Hospitality" culture. Our organization has over 800 employees and serves more than 81,500 patients annually in the Pikes Peak and East Central regions of Colorado. Our service area covers 14 counties, from the front range to the Kansas border, with locations throughout Colorado Springs, Fountain, Flagler, Divide, Limon, and Strasburg. Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Compensation (Pay): $18.22 to $26.42 hourly/based on experience.

Summary of Benefits:

• Medical, Dental, Vision, Life, STD, LTD
• 403(b) Retirement with Company Match
• Paid Time Off
• Tuition Assistance
• Perks Rewards
• Employee Assistance Program

https://www.peakvista.org/resources/benefits-summary

Job Summary: Lead Customer Service Agent are responsible for providing excellent, compassionate and empathetic customer service to each unique individual calling Peak Vista. They offer assistance to the patient with the goal of one-call resolution.  They provide on-the-job training to new Agents and established Agents 1 who need additional support.  They demonstrate adherence to and model Peak Vista’s core values during their daily interactions with patients and co-workers. Active listening, empathy and compassion, decision-making, verbal skills, adaptability, attention to detail, critical thinking.

Essential Duties and Responsibilities

• Lives by Peak Vista Core Values in order to reinforce Peak Vista’s mission.
• Exhibits empathy, compassion, patience, adaptability, and listening with understanding.
• Builds trust by understanding the unique needs of our patients and customers and resolving those needs effectively and efficiently.
• Processes all calls in an efficient, effective, compassionate, and courteous manner.
• Follows all instructions, procedures, protocols, and updates necessary for answering and handling calls for an exceptional patient experience.
• Provides professional patient care by obtaining, verifying, and documenting necessary demographic, insurance, and other vital information.
• Schedules and re-schedules patient appointments, communicate patient concerns and questions to the 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, Calabrio, Webex and Microsoft Office.
• Utilizes resource materials for accuracy and efficiency.
• Responds with the utmost courtesy and empathy to all unique patient requests.
• Takes complete messages with patient information and concerns and forward for appropriate follow up in an efficient manner.
• Meets or exceeds quality assurance and metric expectations specific to their position based upon department need.
• Communicates effectively and collaboratively with upper management and teammates.
• Be an effective team player.
• Be accountable for individual work schedules and attendance.
• Understands and abides by HIPPAA guidelines.
• Provides on-the-job training for new Agents and established Agent 1s who require support.
• Participates in training process improvement events and collaborate with leadership to ensure training manuals and documentation are up-to-date with current practice.
• Identifies training deficiencies and recommend areas for improvement.
• Communicates with supervisors regarding the progress being made by trainees.
• Offers assistance with de-escalation techniques to Agent 1s who experience upset patients.
• Promotes and demonstrates the mission, vision, and Core Values of Peak Vista.
• Develops and maintains good working relationships with all departments, the management team, medical staff, and leadership.
• Embraces cultural diversity amongst ourselves and our community.
• Responsible for the human, financial, and material resources as well as data and information entrusted to us.
• Strives to deliver the best outcomes and highest quality service.
• Demonstrates knowledge of and adherence to the Compliance Plan and conflict of interest requirements.
• Enhances the effectiveness; efficiency and productivity of the department by contributing to, and participating in, departmental performance improves goals.
• Other duties as assigned

Supervision Exercised: None

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Spanish bilingual preferred.

Education/Experience:

Education: High school diploma or equivalent education. Associates degree preferred.

Work Experience: Two years of customer service experience required with a minimum of 6 months as a Customer Service Center Agent I with PVCHC preferred; Average 90% or higher during last two monthly Quality Assurance Evaluations; Demonstrate the ability to train, schedule and document an appointment accurately.

Computer Skills: Basic – ability to access the intra/internet to manage timecard, review policies and procedures, and read company communications; use e-mail to communicate with co-workers, leadership, and other departments; enter and correct data, modify a workbook, format a worksheet, and use printing functions; create a simple presentation in PowerPoint, run it, and print it

Certificates and Licenses: None

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OSHA risk level/work environment hazards: This position has been categorized as OSHA Level Three. See Exposure Control Plan for details.  The noise level in the work environment is usually quiet.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The employee must occasionally lift and/or move up to 20 pounds While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk.

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

**PVCHC participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com