REPORTS TO: Reception Supervisor

FLSA: Non-Exempt $17-$26/hour

PURPOSE: The Call Center Representative is an integral member of the Patient Services team, functioning as the primary point of contact for existing clients/patients. The role of each Call Center Representative is to handle high volume incoming phone calls while adhering to the quality of standard, by accepting ownership for effectively solving client/patient issues, complaints, and inquiries, and by keeping client/patient satisfaction at the core of every decision and behavior. 

RESPONSIBILITIES: 

• Take incoming patient calls and provide accurate, satisfactory answers to their questions and concerns.
• De-escalate situations involving dissatisfied patients, offering patient assistance and support.
• Collaborate with other call center representatives and patient services teams within the organization to improve customer service.
• Managing a large number of inbound calls in a timely manner and forwarding the appropriate department as necessary.
• Answer telephone calls promptly and politely.
• Obtain, enter, and confirm accurate demographic information into the EMR system.
• Schedule appointments appropriately then review appointment date, time, location,  and provider with patient.
• Inform call of  items to bring to appointment (including insurance card, medications, and if necessary, office visit fee).
• Answers and directs incoming phone calls, creates encounters and forwards to appropriate departments. 
• Maintain a clear line of communication with working reception group.
• Attend meetings and trainings as directed by supervisor.
• Additional duties as assigned by supervisor or team lead. 

COMPETENCIES:

• Detail Orientated
• Maintains strict confidentiality of patient      information in accordance with HIPPA and HCHC policies. 
• Exhibits professionalism.
• Performs job duties with a positive attitude      and dedication to working hard.
• Providers support and cooperation when working      with others to provide the best possible patient care.
• Remains loyal, carrying out the organization’s      mission, vision, and values.
• Demonstrates expert-level knowledge and skill      set to properly execute position duties. 
• Problem solver through critical thinking and      providing solutions. 

QUALIFICATIONS:

REQUIRED:

· High school diploma or equivalent.

· Previous experience in a medical/dental office.

· Computer experience/skills.

· Ability to work independently.

· Good time management and ability to prioritize and multitask.

· Excellent leadership, judgment, communications, organizational, customer service and problem-solving skills.

· Ability to interact with all levels of management required.

This is a hybrid/remote position; two days in the office will be required weekly.

PREFERRED:

 1-3 years’ experience in a medical/dental office

PHYSICAL DEMANDS:

Stand

Walk

Talk or Hear

Push/Pull

Stoop, kneel, crouch or crawl

Reach w/hands and arms

Lift at least 10 pounds

WORK ENVIRONMENT:

Moderate noise level

HEARING:

Ability to hear alarms on equipment

Ability to hear client call 

Ability to hear instructions