Call Center Representative

About the role

The Call Center Representative will manage large amounts of inbound calls in a timely and professional manner. The position involves answering phone calls, ensuring accurate patient scheduling, forwarding notes to nurses, and triaging calls to the appropriate discipline. This role requires maintaining patient confidentiality and adhering to The Clinic’s (COFMC) policies and procedures.

Responsibilities

• Schedule appointments
• Answer calls in a professional and courteous manner
• Directs calls as appropriate
• Takes calls and provides accurate, satisfactory answers to questions and concerns, providing patient support, and deescalating dissatisfied patients
• Processes payments
• Maintains records and accounts
• Participates in The Clinic’s staff training events
• Protects the confidentiality of patients and their records at all times by complying with The Clinic’s Patient Confidentiality and HIPAA policies and procedures
• Keeps workspace neat and organized
• Maintains a professional demeanor
• Exhibits a positive attitude and a commitment to the mission of the organization
• Exhibits caring qualities consistent with the values of COFMC
• Exhibits awareness of cultural factors and shows competence in reducing barriers to the provisions of health care services
• Adheres to The Clinic’s policy and procedure
• Addresses patient complaints as outlined in patient complaint resolution
• Performs other duties as assigned

Requirements

• High School graduate or equivalent required
• Must be at least 18 years of age
• Medical/Dental office experience preferred
• Knowledge of customer service practices and principles
• Customer service experience preferred
• Superior listening, verbal, and written communication skills
• Ability to work and communicate with a multidisciplinary healthcare team and the public
• Basic computer skills; required (date entry and typing skills)
• Phone etiquette
• Able to sit for extended periods of time