Call Center Representative

Role And Responsibilities

Handle inbound and/or outbound calls, provide exceptional customer service, and resolve inquiries efficiently.

Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.

Provide accurate information regarding products, services, policies, and procedures.

Handle and resolve customer complaints or escalate issues to the appropriate department.

Maintain a positive and empathetic approach when dealing with customers.

Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.

• Verify insurance information, verify benefits and insurance referral information.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.

Position Qualifications

• Education: High School Graduate or General Education Degree (GED)
• Experience: Prior call center or customer service or related experience
• Knowledge/Skills/Abilities: Excellent verbal and written communications skills in English. Bi-Lingual a plus. Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills. Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds. Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment. Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations. Ability to handle multiple tasks while maintaining a high level of accuracy. Computer literate and able to use multiple systems and acquire proficiency in multiple electronic systems. Proficient with Microsoft Office Suite