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    "requisitionDescription": "<div><p style=\"margin-left:0in;\" data-pasted=\"true\">We are seeking a Call Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.</p><p><strong><span style=\"font-size: 14px; font-family: arial, sans-serif;\">About the Role:</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style=\"font-size: 14px; font-family: arial, sans-serif;\">The Call Center Agent will serve as an essential point of contact between members, healthcare providers, and administrative teams. The Call Center Agent&rsquo;s primary objective is to deliver exceptional customer service by efficiently managing both inbound and outbound calls, addressing inquiries, scheduling appointments, and resolving concerns with professionalism and empathy. The Call Center Agent will contribute to the smooth operation of the contact center by maintaining accurate records and adhering to established protocols and compliance standards. The Call Center Agent must handle a high volume of calls while maintaining a calm and courteous demeanor, ensuring that each interaction supports positive member experiences and organizational goals. Ultimately, the Call Center Agent&rsquo;s efforts will help facilitate effective communication and support the delivery of quality health and social care to vulnerable populations.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style=\"font-family: arial,sans-serif;\"><strong>&nbsp;</strong></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 14px;\">Minimum Qualifications:</span></strong></span></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">High School Diploma or GED</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Proven experience working in a contact center environment, preferably within healthcare or a related field.</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Ability to manage high volume contact center demands.</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Familiarity with inbound and outbound customer service processes and phone systems.</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Basic clerical experience including data entry and record keeping.</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Ability to work flexible hours to accommodate contact center shifts.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style=\"font-family: arial,sans-serif;\"><strong>&nbsp;</strong></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 14px;\">Preferred Qualifications:</span></strong></span></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Associate&#39;s degree</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Experience specifically in healthcare services or medical contact centers.</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Knowledge of healthcare terminology and member privacy regulations such as HIPAA.</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Certification in customer service or contact center operations.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style=\"font-family: arial,sans-serif;\"><strong>&nbsp;</strong></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 14px;\">Responsibilities:</span></strong></span></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin: 0in 0in 8pt; line-height: 115%; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.</span></li></ul></div><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Handle a high-volume of inbound and/or outbound calls, providing accurate information on healthcare services, scheduling, and member inquiries in a professional, courteous, and empathetic manner.&nbsp;</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions.</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Collaborate with internal and external stakeholders to resolve issues and escalate concerns when needed.&nbsp;</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Ensure compliance with healthcare regulations, service level agreements, organizational policies, and confidentiality standards in all communications.&nbsp;</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Maintain established standards for schedule adherence, attendance, quality, member satisfaction, and performance (including average handle time and after call work time).</span></li><li style=\"margin: 0in; line-height: normal; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Demonstrate professionalism through reliability, teamwork, strong work ethic, initiative, organization, and ongoing participation in training and professional development.</span></li></ul><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin: 0in 0in 8pt; line-height: 115%; font-size: 16px; font-family: arial, sans-serif;\"><span style=\"font-size: 14px;\">Perform other duties as assigned.</span></li></ul></div><p><br></p></div>\n",
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