Call Center Representative - Inbound

Job Description

Patient Care Liaisons work in a call center environment, handling incoming calls daily in a pleasant and calm manner to answer patient inquiries, schedule, change and cancel appointments, answer general questions and handle patient complaints.

Essential Functions

• Regular and predictable on-site attendance required.
• Travel to other locations as needed.
• Work overtime as needed.
• Handling inbound calls from internal inbound and external outbound customers.
• Take patient inquires and forward to appropriate office for a call back.
• Obtain patient information and enter data into scheduling system.
• Use patient reactivation system to call and schedule former patients.
• Evaluate patient problem to determine whether a call back or scheduling would be appropriate.
• Know list of general insurances that MAR participate with, identify where to look, who to contact re: infrequently used insurances.
• Give out correct insurance provider numbers by state and look up referrals in Navinet system and document appointment.
• Respond to patient complaints appropriately, or refer to supervisor as needed.

Physical Demands

• This is largely a sedentary role; however, some filing may be required.
• This would require the ability to lift files, bend and reach open filing cabinets and bend or stand on a stool as necessary.
• While performing the duties of this job, the employee is regularly required to talk, communicate verbally in front of groups, one to one and over the telephone and in email.
• Listening to verbal communication using a headset and processing the information while entering the data into a computer system, processing auditory information and responding verbally back in an appropriate manner.
• Using hands to operate equipment such as a computer mouse, show manual or finger dexterity, handle things with precision or speed, use muscular coordination and physical stamina.
• Following through on plans or instructions.
• Using words to communicate ideas, reading with comprehension and estimate distance and time for things such as travel or wait times.