Call Center Specialist

Position Summary

This is a position that requires a lot of communication with Patients, Providers, and Family Members of patients. There is a lot of verbal and written communications internally as well as externally. It requires a lot of Multitasking and being able to write clearly and concisely. You need to have a lot of patience and empathy as well as being able to work in a fast-paced environment, with a high volume of calls. The Call Center Specialist reports to the Call Center Manager. It is a full-time position that may be stressful at times but also has the potential to be a Hybrid Position working in the Calhoun office two days a week and home two days a week after completing six months of employment. Arthritis and Rheumatism is an organization that works four days a week, Monday Through Thursday, 36 hours a week.

Key Duties & Responsibilities

• Answering calls and scheduling appointments for all locations
• Scheduling appointments for new and existing patients
• Verifying the system to see if the patient is new or existing
• Creating a chart for the patient if they are new to ARA
• Entering all the patient’s demographics in the system
• Verifying all the information to get the patient scheduled for an appointment
• Warm transferring calls to the appropriate department (e.g., Eligibility, Business, Front Desk)
• Creating a task message in the Nextgen system when you need to get a message to the Provider, or to a specific group of people
• Getting patients scheduled with the correct provider in the correct location
• Sending messages to the front desk when patients are same-day or running late to the appointment
• Working portal messages received from patients through portal communications
• Transferring patients to the Business office when there is a same-day cancel to get the fee paid
• Performing daily tasks assigned to the Call Center from Providers or other Departments
• Running daily error reports to capture and correct any scheduling errors at the beginning and end of each shift
• Performing any other related work that is assigned
• Assisting with scheduling or cancelling appointments when asked by other areas
• Able to work in a team as well as individually

Qualifications

• Bachelor’s or High School Diploma with 3 years of Call Center experience in a fast‑paced environment
• Customer Service Experience in a Call Center Setting
• Experience working in HealthCare or Physicians Practice
• Computer Knowledge
• Telephone etiquette
• At least one year of medical office experience as a medical Receptionist

Working Conditions

This is initially an in-office position with potential to become Hybrid after six months of successful job performance. No weekends required. One Friday every quarter for team quarterly meetings. Requires prolonged sitting. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine. Vision must be correctable, and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced.

Benefits

• Health/Dental/Vision Insurance
• FSA
• HSA
• Life Insurance
• 401K Contributions
• Disability Insurance
• Paid Time Off
• Every Friday off
• Tuition Assistance
• Free Parking
• Paid Maternity and Paternity Leave
• STD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)

Pay

$22 per hour

Schedule

Four‑day work week, Monday through Thursday (full‑time); every Friday off, with one Friday per quarter reserved for team quarterly meetings.