Call Center Representative

Position Summary

The Call Center Representative assists patients by providing high quality customer service, policies, procedures, and protocols in every patient interaction at every inbound call.

Essential Duties and Responsibilities

• Confirm and update patient demographics
• Schedule medical and behavioral appointments as needed
• Provide the best call resolution and accuracy ensuring efficient patient flow and positive outcome
• Ensure consistent high quality service, problem-solving and deescalating issues or concerns
• Communicate any problems, findings, scheduling issues including same day access and scheduling mistakes to the Call Center Supervisor to sustain a steady workflow for staff and patients
• Comply with HIPAA bound space and provide high quality work with minor supervision

Experience Required

• Demonstrated customer service skills
• Accurate data entry skills

Educational Requirements

• High School / GED required
• Two to four years college or a combination of education and relevant work experience preferred

Professional Licensure/Special Skills and Certification Required

• Medical Office Administration certificate strongly preferred
• Bilingual English/Spanish required, or as needed to support other health center languages