FLSA: NON-EXEMPT
Job Summary:
The Call Center Representative is responsible for delivering excellent customer service through effective communication, quick problem-solving, and professional demeanor. This role requires a representative to handle inbound and outbound calls, assist with customer inquiries, and provide solutions to ensure customer satisfaction.
Duties/Responsibilities:
- Handle inbound and outbound calls, messages to efficiently schedule, reschedule, confirm, and cancel appointments following company guidelines.
- Assist patients inquires about our services, appointments, or other inquiries based on company guidelines.
- Answer incoming medical department calls, document messages, prioritize urgency, and route them to the appropriate provider or clinical staff for further action.
- Identify patient needs and offer relevant solutions or alternatives, ensuring a positive experience.
- Deliver exceptional customer service by resolving issues effectively and ensuring a positive experience for each interaction.
- Resolve basic to complex issues independently or escalate to a supervisor when necessary.
- Document all patient interactions accurately in the EMR system for future reference and follow-up.
- Handle sensitive information with discretion, adhering to data privacy guidelines.
- Update patient's information and maintain accurate records in the database.
- Participate in regular team meetings, training sessions, and performance reviews, in-person.
- Perform additional tasks as needed to support the centers.
Required Skills/Abilities:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to prioritize tasks and to delegate them when appropriate.
- The ability to use office equipment, such as computers, fax machines, copy machines, telephones, calculators, and more, on a regular basis.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite, Electronic Medical Records (EMR) and related software.
Education and Experience:
- High School diploma or equivalent is required.
- At least two years related experience is preferred.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.