Call Center Representative

Responsibilities

• Schedules appointments for medical services, following appropriate scheduling protocols, via incoming phone calls and/or online requests from patients or providers
• Determines available appointment time, obtains and records patients’ identification and appointment information in Electronic Health Records system
• Messes information and/or transfers calls to appropriate personnel if patient requests advice, an urgent appointment, or schedules follow-up appointments according to protocol, as necessary
• Frequently interacts with internal clinical/non-clinical offices and staff to address patients’ needs
• Receives patients’ appointment requests while determining type of appointment needed by asking pertinent questions; refers patient appointment requests to other medical office locations as necessary
• Maintains the confidentiality and integrity of all computer and patient data
• Mets established Automated Call Distributor system call statistics goals
• Mets all individual monthly quality and service goals
• Maintains current knowledge of Patient Services policies and procedures
• Performs other work-related duties as assigned, such as clearing all call queues at the end of the day
• Answers phones in a courteous, professional, and timely manner
• Provides friendly and efficient telephone services to patients and Virginia Heart staff and transfers calls as appropriate
• Maintains good communication with patients/physicians and office staff
• Exhibits empathy and compassion
• Adheres to Virginia Heart dress code policy
• Exudes confidence on the telephone fostering reassurance for our patients; maintains positive body language while working with team members. Resolves issues appropriate to position
• Respects chain of command
• Respects and maintains patient privacy and dignity. Adheres to HIPAA law and is aware of one’s own environment and communication with patients at all times
• Identifies all accepted insurance plans and cards. Advises patients if they need to bring a referral to their appointment; advises patients if we do not participate with their insurance

Requirements

• At least 1 year of Call Center experience preferred
• At least 1 year of consumer-to-consumer service experience
• Knowledge of, and prior experience in Medical or Managed Care industry is preferred
• Must possess the following characteristics: self-motivation, resourceful, detail-oriented, sense of accountability, and must be a team player
• Must possess strong skills in the following areas: organizational, time management, written and verbal communication, analytical, and problem-solving
• Proficiency in Microsoft Word, Microsoft Outlook, and Internet Explorer
• Strong communication skills over the phone and face-to-face
• Ability to deal with problems involving several concrete variables in standardized situations
• Fluent in Spanish is a plus