Contact Center Agent | Patient Contact Center| Full Time | Days

Responsibilities

• Answer incoming calls and triage appropriately
• Schedule appointment in the electronic medical record
• Contributes to individual and team goals by maintaining: 11.7 calls per hour, 5% or below daily abandonment rate and answering calls on average in 2 minutes or less.
• Schedules, confirms or reschedules patient appointments
• Promotes Patient Portal enrollment
• Welcome and coordinate intake of patient information for new and existing patients, and creates and maintains medical records
• Obtains and verifies insurance and demographic information
• Reconciles work lists and reports
• Facilitates patient care between primary, specialty, and ancillary services
• Supports a culture of “yes” in support of a patient centered medical home
• Works independently and within a team on special, nonrecurring and ongoing projects
• Captures and coordinates multiple aspects of projects, events, and other complex activities
• Performs other duties as assigned

Requirements

• Excellent communication skills
• Ability to problem solve
• Demonstrates accuracy and attention to detail
• Ability to thrive in a self-directed, work environment
• Handles a high call volume environment while maintaining professionalism and high performance
• Strong computer and keyboard skills required (Words per minute will be asked upon interview)
• Knowledge of medical office and hospital operations a plus
• Familiarity with medical terminology a plus

Qualifications

High School degree or General Educational Development equivalency required; demonstrated customer service ability to interact with the public, staff and patients preferred.

Benefits

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.