The Call Center Representative is responsible for the day-to-day activities at the Call Center to facilitate efficient operation and excellent customer service.

Responsibilities

• Places, receives and routes a high volume of calls through the switchboard.  Supplies information to callers and relays messages.  
• Schedules patients for office visits, IME’s and Workers Compensation appointments.
• Transfer calls to appropriate staff and responds to patient’s requests.
• Page physicians and clinical staff with emergencies.
• Provides assistance to patients and family members through answering questions.
• Knowledge of each physician’s specialty and scheduling preferences. 
• Able to transfer calls to and from the answering service.
• Maintains the non-assigned physician log.
• Reschedule appointments from physician close out requests. 
• Able to retrieve messages from the group message mailbox and answering service; follow through on calls until they are completed.
• Assists with on-the-job training of new employees.
• Rotates between the Call Center and Reception. 
• Able to follow work schedule.  Arrive and be ready to work at scheduled time.
• Assists in maintaining a clean and safe work environment.
• Completes other comparable duties and assignments as directed by the Manager.

• High school graduate.
• At least 3 years of customer service experience preferred.
• Able to work in a fast-paced environment.
• Communicates effectively in writing and verbally
• Good knowledge of IBJI locations, physicians, and functions of each facility.
• Knowledge of the telephone system and answering service.
• Computer usage is required to perform the duties of this position. Good knowledge of PC operations and software are required.
• A clear and pleasing voice and manner of speaking.
• Outstanding customer service skills.