Description

The Call Center Associate is responsible for answering most calls to the organization, determining the caller’s needs, providing the requested information when possible, and forwarding calls to the appropriate person/department for handling. The Call Center Associate must be patient focused, exhibit strong customer service skills and project a professional organizational image through phone interaction. The Call Center is also responsible for accessing Patient Portal to retrieve appropriate questions to be answered. This is an integral position to the organizational initiative of patient retention as the Call Center Associate is one of the first organizational representative with whom a customer interacts.

Essential Functions and Duties:

• Answer incoming calls within two rings, adhering to organizational call standards outlined in the telephone training provided to ensure service at required service level.
• Respond to all inquiries in a highly professional and courteous manner, communicating information clearly, accurately, and completely while providing a high level of personalized customer service.
• Assist in helping caller identify needs and/or issues and in resolving needs to ensure patient satisfaction and retention.
• Transfer customer calls to appropriate party when unable to provide the information requested; utilizing standards set forth in the organization telephone training for call transfers.
• Search for and enter information into computer, moving between two or more open browser screen while conversing on the telephone.
• Field questions from potential and current patients regarding services, hours of operation, locations, directions, and other organization specific inquiries.
• Assist patients with scheduling, canceling and rescheduling appointments utilizing our current Electronic Health Record (ATHENA) and adhering to the guidelines set by the
• Create new patient accounts by completing full registration as per practice and organizational guidelines. Capture patient information accurately.
• Verify patients’ demographics and phone numbers at each interaction.
• Assess and accurately enroll patient for sliding fee scale discount program.
• Check phone messages and respond as necessary.
• Assist with outbound call initiative
• Performs other related duties as assigned by Call Center Manager.

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Requirements

Required Skills/Abilities:

· Ability to function in a fast-paced environment.· Ability to apply common sense to carry out detailed but uninvolved written or oral instructions. · Fluent in languages of the population we serve preferable. (e.g., Spanish, French/Creole) · Demonstrate effective written and verbal skills and must possess excellent interpersonal skills.· Able to communicate well and articulate the needs of our callers.

Education and Experience:

· High School Diploma and/or its equivalent.· Prior Call Center and Customer Service Experience · Knowledge and experience using computers and Electronic Medical/Search Engines/Outlook

Physical Requirements:

· Prolonged periods sitting at a desk, working on a computer, and answering calls.· Perform repetitive motion (e.g., keyboarding).