Call Center Representative
Job Duties: Under the general supervision of the Senior Patient Service Manager, the Call Center Representative serves as the first point of contact for patients, providing information, scheduling appointments, and addressing inquiries. They play a crucial role in ensuring efficient and patient-centered communication within the healthcare system. • Answer incoming calls from patients and provide information, assistance, and support. • Schedule patient appointments and coordinate with healthcare providers and clinical staff. • Verify patient demographic and insurance information. • Document patient interactions, inquiries, and appointment details accurately. • Follow established call center protocols, including HIPAA compliance, to protect patient confidentiality. • Handle patient complaints and concerns professionally and empathetically. • Provide basic medical information and directions to patients as appropriate. • Keep records of all conversations in the call center database in a comprehensible way. • Use the computer system to track patient information, call histories, and related details. • Direct calls to appropriate departments or staff as necessary. • Place outbound calls to patients for appointment reminders, welcoming them to the medical practice, or providing other information such as the importance of preventive care screenings such as immunizations and cancer screenings.
QUALIFICATIONS: 1. Possession of a high school diploma or its equivalent. 2. Ability to work well under pressure3. Excels at providing a warm rapport and professional telephone and in person experience4. Must have patience to receive, relay, and place high volume telephone calls throughout the day in accordance with health center policies and prescribed methods of Patient Service operations5. One year of recent full-time paid employment working in a call center, preferably in a medical care setting. 6. Experience using the Epic Electronic Practice Management System for patient appointment scheduling and appointment check-in is desired7. Must write and speak clearly and effectively to a wide variety of individuals.8. Fluent in both English and Spanish preferred9. Ability to type at least 25 words per minute and experience working with Microsoft Windows, Outlook, and Excel10. Ability to work well with and relate effectively to the public, patients, co-workers, other service units and agency staff11. Must be able to pass a physical examination and be free of communicable diseases
Maximum payrate is $22.25 per hour.
