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Below are some of the basic job functions and tasks required for a Customer Service Representative (CSR): Standard Requirements: Message Taking - In Call Answer Mode a CSR is expected to handle and field all calls presented to their position. MedCom expects a full time CSR to be available in Call Answer Mode for an eight (8) hour shift. MedCom does not have minimum or maximum call taking standards. We expect each call to be handled in a courteous and professional manner. Work Habits - It is the responsibility of each CSR to exhibit a strong work ethic, to report to work on time, and to be in call taking rotation at the start of his or her shift. Walking off of the job shall be grounds for immediate dismissal. After logging into Call Answer Mode, MedCom recommends that each CSR review outstanding call activity with CSR’s who are already on duty. Work Ethic - We require each Agent to be at his or her best level of performance, fully prepared for work. Do not bring personal problems into the workplace. A professional work environment is encouraged. We ask employees to report to work at least fifteen (15) minutes prior to the start of their shift and to stay on duty until they are relieved or their shift winds down in accordance with lower call taking levels. Unprofessional behavior such as walking off of the job, failing to report to work (outside of a legitimate emergency such as an auto accident or emergency room visit) or unethical behavior shall be grounds for immediate termination. Reporting to work under the influence of drugs or alcohol is prohibited and unlawful. Exhibiting excellent attendance and a strong work ethic during your first ninety days of employment are crucial. When the company holds mandatory company meetings, please either plan to attend (and receive pay for attending) or inquire about dialing in through the conference bridge. Failure to attend a company meeting could result in disciplinary action or suspension of bonus. These meetings are infrequent, but necessary to convey important company information. They usually last one hour or less. Assistance - It is expected that outside of normal call taking responsibilities, that the CSR accept work delegated to them from either the Supervisor on duty, all MedCom Managers, and if necessary the Senior CSR’s on duty in order to efficiently serve client needs, solve problems, and expedite work flow. Supervisors represent management, delegate work, assign dispatchers, assist clients, troubleshoot, and assign lunch and breaks. Attitude - At MedCom, we carry out our tasks with the mind-set that our customer comes first. At MedCom, our company motto is “We Put Quality on the Line.” To the extent possible, we represent our clients, and under the ATSI Code of Ethics, we do our best not to take any calls personally and we must keep all information confidential. It is best to smile before answering a call. We are courteous. It is imperative that CSR’s follow the message taking protocols learned in training with respect to offering to take the name of the caller, check the spelling, use the name at least once, then taking a telephone number including the area code and reading back the number to the caller for confirmation. In the conversation, attempt to use two pleases and one thank you within the context of the message, completing all relevant aspects of a given message slip, and using adequate call control to efficiently “close out” the call. Employment - The management of MedCom is committed to providing high value, stable and long term employment, subject to market conditions, and to challenge all staff to grow. Sexual Harassment - The management of MedCom is committed to protecting the rights of every employee. Any sexual harassment incident is to be immediately reported to any Supervisor and any member of Senior Management. Any victim is strongly encouraged to immediately file a police report. MedCom does not condone or tolerate any sexual harassment. Message Confidentiality - In accordance with the ATSI Code of Ethics, as well as new laws concerning the Health Insurance Portability and Accountability Act (HIPAA) all patient information and telephone numbers are confidential. No information can be taken out of MedCom or shared with anyone other than the client we are answering for. Attendance Policy - Employees are required to call MedCom and speak with MedCom Management (usually the Supervisor on Duty) in the event that they are unable to report to work due to illness or other emergency. All employees must recognize the fact that as an emergency call center, our mission critical work and our valued clients require that we all make every effort to report to work. In the event of inclement weather, MedCom Management will offer to drive to and from work any employee requesting such assistance. We encourage employees to form alliances with colleagues in order that they can cover for each other. Weekend Policy - All CSR’s are required to work a minimum of sixteen (16) weekend hours per two week pay period. In the event of a weekend callout, and to be fair to all employees, management requires employees who call out to make up their weekend hours upon their return to work. Calling out during a weekend will result in the employee being scheduled during a subsequent weekend additional hours to make up their weekend commitment. |