Call Center Representative - 100% On-site, Brooklyn NY

Company Overview: Empowering Health, Enriching Lives: True Care’s Enduring Mission
At True Care, we stand as a beacon of compassion and excellence in home healthcare. With a profound commitment to enhancing the quality of life for individuals and families, our mission is to provide holistic, personalized care that empowers health and enriches lives.
Every day, we embark on a journey to bring comfort, vitality, and dignity to those we serve. Our mission is driven by a deep understanding of the unique needs and aspirations of each individual under our care. We believe that home is not just a place but a sanctuary where healing and well-being flourish best. Hence, we endeavor to make this sanctuary a haven of health and happiness.
We pledge to create a nurturing environment where our clients and their families feel heard, valued, and supported. Our highly trained and empathetic professionals are not just caregivers but partners in the pursuit of well-rounded wellness. With a focus on open communication, collaboration, and respect, we forge lasting relationships that transcend the boundaries of traditional healthcare.
Our mission is to be a guiding light, illuminating the path toward optimal health and well-being. As we navigate challenges and triumphs together, we remain resolute in our dedication to uplifting lives, one compassionate interaction at a time.
At True Care, we don't just offer home healthcare – we offer hope, healing, and a brighter tomorrow.
Position Title:
Call Center Representative
Reports To: Call Center Supervisor
Job Description: The Senior Call Center Representative is responsible for maintaining excellent communication between our patients, aides, staff and anyone calling True Care’s main phone number ensuring that they are directed to the appropriate party and all needs are immediately met. The Call Center Representative is also responsible for managing the highest level of customer service and serving as a liaison for communication between departments within the company.
Responsibilities include:
Answer all incoming calls from patients, families, caregivers and vendors/contracts and taking the appropriate actions for each call; obtaining the callers information and documenting each call
Possess a high knowledge of all employees and departments in the company
Triage incoming calls, maintain switchboard, knows how to prioritize calls coming in and out
Inform management of any call patterns with issues/complaints
Maintain a high level of customer service in terms of communication
Inform patients, families, or caregivers by explaining procedures; answering questions; providing information
Use company policies, when relevant, to help resolve issues or questions
Maintain a high level of confidentiality when dealing with sensitive matters
Relay accurate messages to the appropriate departments when necessary
Document all call information according to standard operating procedures
Knowledge of coverage for employees who are out of office to properly assign calls
Complete call logs and reports
Other duties as assigned
Job requirements:
Bilingual in Spanish is a plus
Experience in HHA eXchange a plus
1-3 years experience in using a switchboard/ triaging calls/ working in a high-volume call center environment required
High School Graduate or equivalent
Effective communication skills
Knowledge retention/ Attention to detail
Excellent track record of being very organized
A positive and upbeat attitude/ friendly and calm demeanor to handle difficult requests
Benefits:
Health, dental, and vision insurance
401(k) with company match
Paid Vacation, Company Holidays, Sick Leave, and Floating Holidays
Professional development opportunities
Mission-driven work in an innovative healthcare space
True Care provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law.

Employment type
Full-Time

Work arrangement
No