Call Center Representative

Job Summary: A Call Center Representative is responsible for answering phone calls to the COVID Call Center or APS Service line Call Centers to meet the needs of patients regarding scheduling, updating/requesting pertinent information and act as a liaison in reporting any patient suggestions to management.

Responsibilities:

• Verifies and updates current patient information (demographic, financial, and clinical) in Cerner.
• Schedules future appointments based on procedure type, time requirements, and provider schedules.
• Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately.
• Utilize triage system for all patient care related calls, in accordance with triage procedures.
• Work with practice staff to communicate patient requests and questions escalating when necessary to practice leadership
• Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.
• Provide patient test results when appropriate and under the direction of the medical staff.
• Accept and directs deliveries of medical/office supplies and mail.
• Perform general office duties, such as document preparation, scanning, mailing, and filing.
• Maintains a professional appearance and a clean, safe environment.
• Respects patients by recognizing their rights; maintaining confidentiality.
• Utilizes technology, including specialized software as applicable, to maximize productivity.
• Develops and maintains electronic files as necessary.
• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.
• Other duties as assigned.

Qualifications/Requirements:

Experience: Minimum of one (1) year of call center and customer service experience preferred.

Education: High school diploma or equivalent required. An associate degree from an accredited institution is preferred.

Licenses / Certifications:

Other: Bilingual (English/Spanish) candidates preferred, but not required.

Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).

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