Teleservice Representative

The Teleservice Representative handles inbound telephone volume, answering questions, making and cancelling appointments, providing information, transfers calls to advice nurses when appropriate, intakes information from members, and composes messages for providers. It records instructions from provider in PARRS and updates member demographics.Essential Functions:Handles continuous inbound telephone volume.Identifies the purpose of the member's call and processes the call according to the appropriate script.Resolves problems with facility teleservice teams.Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.Processes calls accordingly from hearing-impaired members.Receives and relays information regarding appointment cancellations.Records instructions from provider in PARRS.Updates member demographics.Works collaboratively with members and staff across all service lines.Functions as a team member to achieve Call Center goals.Supports and demonstrates Call Centers customer service philosophy and manages calls in a professional manner.Identifies and/or proposes ways to improve customer service.Demonstrates an awareness and sensitivity to patient/family rights.Handles inquiries and complaints pursuant to procedure.