Description:
REPORTS TO: Reception Supervisor
FLSA: Non-Exempt $17-$26/hour
PURPOSE: The Call Center Representative is an integral member of the Patient Services team, functioning as the primary point of contact for existing clients/patients. The role of each Call Center Representative is to handle high volume incoming phone calls while adhering to the quality of standard, by accepting ownership for effectively solving client/patient issues, complaints, and inquiries, and by keeping client/patient satisfaction at the core of every decision and behavior.
RESPONSIBILITIES:
- Take incoming patient calls and provide accurate, satisfactory answers to their questions and concerns.
- De-escalate situations involving dissatisfied patients, offering patient assistance and support.
- Collaborate with other call center representatives and patient services teams within the organization to improve customer service.
- Managing a large number of inbound calls in a timely manner and forwarding the appropriate department as necessary.
- Answer telephone calls promptly and politely.
- Obtain, enter, and confirm accurate demographic information into the EMR system.
- Schedule appointments appropriately then review appointment date, time, location, and provider with patient.
- Inform call of items to bring to appointment (including insurance card, medications, and if necessary, office visit fee).
- Answers and directs incoming phone calls, creates encounters and forwards to appropriate departments.
- Maintain a clear line of communication with working reception group.
- Attend meetings and trainings as directed by supervisor.
- Additional duties as assigned by supervisor or team lead.
Requirements:
COMPETENCIES:
- Detail Orientated
- Maintains strict confidentiality of patient information in accordance with HIPPA and HCHC policies.
- Exhibits professionalism.
- Performs job duties with a positive attitude and dedication to working hard.
- Providers support and cooperation when working with others to provide the best possible patient care.
- Remains loyal, carrying out the organization’s mission, vision, and values.
- Demonstrates expert-level knowledge and skill set to properly execute position duties.
- Problem solver through critical thinking and providing solutions.
QUALIFICATIONS:
REQUIRED:
- High school diploma or equivalent.
- Previous experience in a medical/dental office.
- Computer experience/skills.
- Ability to work independently.
- Good time management and ability to prioritize and multitask.
- Excellent leadership, judgment, communications, organizational, customer service and problem-solving skills.
- Ability to interact with all levels of management required.
This is a hybrid/remote position; two days in the office will be required weekly.
PREFERRED:
1-3 years’ experience in a medical/dental office
PHYSICAL DEMANDS:
Stand
Walk
Talk or Hear
Push/Pull
Stoop, kneel, crouch or crawl
Reach w/hands and arms
Lift at least 10 pounds
WORK ENVIRONMENT:
Moderate noise level
HEARING:
Ability to hear alarms on equipment
Ability to hear client call
Ability to hear instructions
