Call Center Representative (Hybrid)

About the role

Under the direction of call center management, provides customer service via telephone to patients in need of care. Answers phones with a professional greeting and addresses the patients' needs, both professionally and efficiently. The CCR acts as primary conduit for the transmission of information between all company locations and callers.

Responsibilities

• Answers phones with a professional greeting and addresses the patients’ needs, both professionally and efficiently.
• Obtains patient demographics, insurance information, and medical histories.
• Coordinates insurance documentation; creates patient medical records; reads medical records for verification; maintains practice schedules.
• Performs job in accordance with Company mission, vision and goals.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Provides professional and courteous customer/patient care, displaying knowledge of the treatment approach; displayed through professional phone etiquette.
• Accurately collects all required new patient information, including complete and accurate insurance data and verifies eligibility in real-time.
• Accurately provides patients with geographical directions to Company locations.
• Schedules patient appointments for applicable medical services.
• Trades a high volume of incoming telephone calls. Checks messages, as directed, and relays responses from the provider to the patient.
• Expedites service in situations requiring urgent attention, as determined by management.
• Efficiently utilizes available resources to accurately and efficiently process necessary flows. Ensures first call resolution for all applicable calls. Escalates/routes appropriate calls/tasks to proper recipient(s) for resolution.
• Maintains high level of product and service knowledge.
• Maintains minimum quality standards, as determined by the Company.
• Communicates electronically with patients/customers via online portal or other Company communication methods.
• Assists with various administrative duties.
• Participate in and complete all required trainings and in-services.
• Escalates/routes appropriate calls/tasks to proper recipient(s) for resolution.

Qualifications

• High School Diploma, or equivalent
• One (1) year of related experience and/or training
• Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook)
• Excellent written and oral communication skills
• Ability to work individually as well as within a team
• Ability to multi-task and prioritize
• Extreme attention to detail
• Strong organization skills
• Ability to perform calculations, problem solve and use reasoning
• Knowledge of medical practices and medical terminology
• Ability to meet predefined production and quality standards
• Desire to provide excellent customer service
• Compliance with the rules and regulations of those organizations to which we are accountable
• High ethical and professional standards of conduct
• Attitude of wanting to continuously improve their own professional performance

Preferred Qualifications

• One (1) year of prior experience working with an Electronic Medical Record (EMR)
• One (1) year of call center experience in a medical practice

Compensation and Benefits

Pay Range: $16.00/Hr - $18.00/Hr
PTO: Up to 96 hours in first year (pro-rated based on start date)
Holidays: 7 (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day)
Retirement: 401(k) with employer match
Health Benefits: Medical (single and family), Dental (single and family), Vision (single and family)
Other Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Basic Life/AD&D, Employee Assistance Program
Other Voluntary Benefits: Voluntary Life, Accident, Critical Illness, Hospital Indemnity