Specifications include, but are not limited to: These are items needed for an effective Call Center: Service Availability • Provide services Monday to Friday from 8:00 AM to 5:00 PM, with the exception of observed holidays. • Extended hours and weekends may be requested during times of need. Call Quality • Respond factually and efficiently to the needs of the caller. Must effectively communicate and explain to callers regarding Sedgwick County policies and procedures. • Answer telephone calls from consumers and the general public in a professional, courteous, and empathetic manner, controlling tone and outcome of each call. • Identify concerns, obtain necessary information from callers, and route such concerns to the proper program. • Identify and escalate priority issues. • Respond to caller needs and transfer calls accurately. Call Volume • Operate a computer and be familiar with various computer menus in order to retrieve information. • Efficiently research on the fly to verify or convey information in response to caller inquiries. • Work at a fast pace without jeopardizing the quality of the call. Communication • Provide bi/multi-lingual staff. • Maintain confidentiality and comply with HIPAA regulations. • Is professional with all communications (phone, Jabber, email, SharePoint). • Sends clear and accurate messages regarding client needs and inquiries to staff. • Attention to detail, correctly filling out forms, and documentation.