Call Center Representative

QUALIFICATIONS/EDUCATION

  • High School Diploma or equivalent 
  • Bi-lingual English/Spanish preferred; must be able to read, write and speak English. 
  • 1-2 years of experience in Customer Service preferred 
  • Basic computer knowledge; MS Word and MS Excel, internet, document with Electronic Health Records and/or authorization system with minimal typing/spelling errors, send e-faxes and email. 
  • Strong people skill; independent decision making and customer service oriented. 

CERTIFICATIONS/LICENSES         

  • None                                     

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Influences patient satisfaction by answering incoming calls using the assigned telephone script in a professional, courteous and timely manner.
  • Answers calls on or before the third ring.
  • Conduct outbound survey calls to obtain patients overall experience with our medical services.
  • Provides patient with accurate practice information. IE, Office Hours, address, etc.
  • Screens and disseminates all incoming calls to the appropriate personnel/department in a timely fashion and ensures calls are routed properly.
  • Takes phone messages when necessary and properly informs appropriate person.
  • Sends tasks using Intergy Software to the appropriate individuals.
  • Have open communication with Administrator on daily basis regarding any changes in schedule (example Physicians cancellation, employees out sick, employees on vacation.)
  • Maintains and enhances telephone directories.
  • Responsible for knowledge of Physician and Specialist Schedule.
  • Properly communicates any non-functioning telephones.
  • Conducts all activities in a professional, polite and courteous manner and abides by company policies and procedures.
  • Monitors call HOLD time.
  • Makes certain that patients are not left on hold without needs being assessed.    
  • Follows Telephone Etiquette as instructed on attached document – Attachment A.
  • Responsible for entering daily patient call in the call logs and follow up with the caller until their request is completed.
  • Maintains continuous communication with Administration and other patient service representatives and refers difficult issues immediately.
  • Trouble shooting any patient inquiry or concern and ensure patients expectations are met and able to schedule patient appointment in our system.
  • Maintain work area clean and organized at all times.
  • Complies with HIPAA regulations.
  • Responsible to complete the Monthly Patient Satisfaction Survey Program as assigned.

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