Senior Call Center Representative

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:
Senior Call Center Representative (Must be Bilingual: Spanish)

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 Senior 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 required


• 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.