Call Center Representative

Position Summary:

The role of the Call Center Representative is to manage incoming and outgoing calls in a friendly, professional and compassionate manner. The Call Center Representative must strive to resolve calls efficiently and satisfactorily with minimum follow-up required.

Essential Functions and Responsibilities:

1. Answer and/or make calls to patients efficiently and accurately to address their needs, concerns or other issues, ensuring that patients feel supported and valued.
2. Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
3. Understand and strive to meet or exceed Call Center metrics while providing excellent consistent customer service.
4. Resolve inquiries during the call; send Communications Center Messages for assistance toward resolution only when absolutely necessary.
5. Utilize software, databases, scripts, and tools appropriately.
6. Maintain a warm and welcoming practice environment.
7. Manage appointments, including scheduling.
8. Operate office equipment and report any malfunctioning equipment via Service Ticket
9. Check regular email and Messaging System at least once daily.
10. Adhere to policies and procedures of all relevant outside regulatory agencies such as HIPAA, OSHA, PCMH and the Centers for Medicare and Medicaid Services
11. Follow established McLaren Medical Group’s Administrative, Personnel and Clinical Policies, Procedures, Workflows and How-To’s to ensure efficient, effective, high quality patient care.
12. Maintain patient confidentiality.
13. Perform all other duties as assigned.

Required:

• High School Diploma or GED
• Minimum 6 months of Patient Access, Medical Billing or Customer Service work experience

Equal Opportunity Employer of Minorities/Females/Disabled/Veterans.

Additional Information

• Schedule: Full-time
• Requisition ID: 24008035
• Daily Work Times: 8:30am – 5:00pm
• Hours Per Pay Period: 80
• On Call: No
• Weekends: No

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