Call Center Representative
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Job Description
Call Center Representative assisting patients, referring physician's offices, and agencies efficiently through excellent customer service. Responsibilities include managing appointments and verifying insurance.
Responsibilities:
- Using excellent customer service skills, answer incoming lines in order to assist patients, referring physician's offices, and other patient support agencies in a personal, efficient, and organized manner.
- Use Call Center standard operating procedures and protocols to register new patients, update patient demographics, schedule, reschedule, cancel and verify appointments.
- Verify patient insurance.
- Using SGMF messaging policies, accurately enter patient telephone messages into the computer and electronically route messages to the appropriate pool in Epic, the Electronic Health Record (eHR).
- Regularly communicate with internal employees to meet the patient's needs.
- Maintain professionalism, courtesy, and confidentially at all times.
- This position requires the ability to repetitively answer a high volume of phone calls each day.
- Work with other team members to achieve Call Center and organizational goals in order to provide quality patient service.
Requirements:
- Candidate must have at least 1 year direct customer service contact experience, preferably in a medical facility.
- Previous computer experience in a windows environment required such as would be gained working daily with computers for a minimum of one (1) year.
- Call center experience preferred.
- Six months previous appointment scheduling experience.
- Knowledge of what excellent customer service entails.
- Knowledge of the principles of good communication and teamwork.
- Knowledge of medical terminology and an understanding of health insurance guidelines are helpful.
- Outstanding customer service skills with sensitivity towards patients rights and confidentiality.
- Excellent listening skills.
- Ability to read, write and verbally communicate in English using good spelling and grammar skills.
- Ability to maintain excellent customer service and composure while taking repetitive calls throughout the day.
- Ability to deal with challenging telephone encounters, while providing excellent customer service.
- Ability to work in a dynamic, fast-paced environment utilizing good decision making skills.
- The ability to be positive and a good team player.
- Perform multiple tasks with a high level of accuracy and insure quality communication.
- Ability to learn and successfully utilize the electronic health record, Epic
Benefits:
- 401(k)
- Flexible schedule
- Paid time off
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