Remote Call Center Representative
Job Description
The Customer Service Representative is responsible for delivering the best customer service possible to all incoming calls from patients. Patients are to be scheduled and appropriately directed to the practice they are calling for. The call center, which is located at our new beautiful corporate office is largely based on a positive team setting. Must be bilingual in English.
Responsibilities & Duties
Consistently exhibits behavior and communication skills that demonstrate commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
Demonstrates knowledge of the complete operation of switchboards and follows opening and closing switchboard procedures according to site-specific policies.
Handles all phases of telephone communications, including scheduling in-office appointments, CX appointments, radiology tests and obtains test authorizations.
Routes all calls to appropriate departments and takes accurate and neat messages, and forwards them in a timely manner.
Handles all emergency calls appropriately according to site-specific policies.
Briefs Office Manager of all outstanding calls or information.
Maintains accurate directories of providers’ phone numbers.
Maintains accurate daily schedule and communicates as appropriate.
Maintains awareness of duties of each department in order to process calls efficiently.
Assists with checking-in and checking-out patients when needed.
Assists with prescription refills when needed.
Assists with room patients and taking vitals when needed.
Acts as translator as needed with patient visits and as requested by physicians.
Assists with entering information from Patient Information Form (PIF) to Athena system.
Requests patient records as needed for physicians.
Pages physicians with consults.
Reports urgently needed switchboard equipment repairs to Supervisor/Manager.
Adheres to safety policies and procedures at all times.
Uses, protects, and discloses patients’ protected health information according to HIPAA guidelines.
Perform other duties as assigned.
Qualifications
Bilingual (English speaker)
1-2 Call Center Experience Preferred
Required Skills
Have proper phone etiquette
Strong communication (written and verbal) skills
High level of customer service skills
Knowledge of health systems and medical terminology
Ability to work independently with minimal supervision
Maintain professionalism during stressful situations
Recommended Skills
- Call Centers
- Communication
- Customer Service
- English
- Medical Emergency
- Medical Terminology