Consumer Care Representative

Responsibilities

• Adheres to 5 Star Customer Service guidelines and maintains professionalism when dealing with community, co-workers and consumers.
• Answers all incoming calls to the specified location.
• Obtains sufficient information from caller to determine nature of call and appropriate referral.
• Schedules caller appointments for specified locations.
• Displays courteous manner to all callers.
• Uses discretion in discussions with callers.
• Receives and transmits complete telephone messages to AltaPointe staff.
• Remains familiar with providers and their schedules.
• Keeps accurate record of calls.
• Is knowledgeable about community services.
• Provides general clerical support.

• Verifying insurance.
• Back up for Front Desk Office Professionals.

• Seeks supervision and consultation as needed.
• Accepts and employs suggestions for improvement.
• Actively works to enhance skills.

• Speaks to consumers, staff, and community members professionally and with consideration, care, dignity and compassion.
• Respects consumers’ privacy and confidentiality.
• Is pleasant and cooperative with others.
• Assists consumers and visitors as needed.
• Personal values don’t inhibit ability to relate and care for others.
• Is sensitive to the consumer’s needs, expectations and individual differences.
• Is gentle and calm with consumers, families and others as appropriate.

• Actively participates in Performance Improvement activities.
• Actively participates in AltaPointe committees as required.
• Completes assigned tasks in a timely manner.
• Treats consumers with dignity and respect.
• Works in a cooperative manner with other AltaPointe employees.

High school graduate or the equivalent.

Strong customer service skills, including the ability to communicate clearly and professionally, maintain calmness when under pressure, and use positive language.

Attentive, detail oriented and able to maintain accuracy in spite of frequent interruptions. Ability to problem solve and capacity to handle changes.