Clinical Call Center Representative Urology (Medical Assistant)

About the role

The Clinical Call Center Representative is responsible for providing exceptional customer service and support. This role acts as the first point of contact for callers, providing efficient customer relationship management. It involves scheduling patient appointments, managing patient inquiries, and facilitating communication between patients and healthcare staff. The role requires strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high-stress environment.

Responsibilities

• Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
• Provide accurate and relevant information to customers regarding medical products, services, billing, and technical support.
• Maintain patient records and update them accurately in the EMR system.
• Elicit and record patient information and inquiries following established protocols.
• Provide information about healthcare services, confirm insurance details, and route calls to appropriate healthcare staff.
• Resolve customer complaints and concerns in a timely and professional manner.
• Collaborate with other team members, as appropriate, to address complex customer inquiries.
• Stay updated with product information, medical terminology, and industry regulations.
• Advocate on behalf of callers to ensure their needs are met and promote optimal patient experience.
• Perform all other job duties as assigned within the scope of a call center representative.

Requirements

Education

• High school diploma or GED
• Graduate of a Medical Assistant Program; certification preferred

Experience & Skills

• Previous call center experience preferred
• Medical terminology knowledge
• Knowledge of common safety hazards and precautions necessary to maintain a safe work environment
• Ability to communicate appropriately and effectively
• Ability to represent the organization and serve customers in a professional manner
• Ability to establish and maintain effective, professional working relationships with patients, physicians, supervisors, and peers

Supervisory responsibility: None.

Pay

Pay range: $18.13–$29.90 per hour.

Schedule

• Work type: Monday–Friday, 8:00 AM–5:00 PM
• Shift: Day
• Daily hours: 8
• Driving required: No
• Location: 195 Collyer Street, Providence, RI 02903