Position Summary: The Call Center Representative is the liaison between Certified Dermatology and its current and potential customers/patients. The role responsible for answering all incoming calls and emails, fielding customer/patient questions and complaints, scheduling appointments, obtaining all necessary demographic information, directing calls to other departments as needed, and keeping customer/patient satisfaction at the core of every decision and behavior. This position is on-site at our Toms River location! 

Essential Accountabilities:

• Scheduling appointments for patients:
  1. Answer telephone promptly and in a polite and professional manner.
  2. Schedule appointments correctly by reviewing appointment date, time, location, and provider name with caller.
  3. Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
  4. Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
  5. Ensure all voicemails are answered immediately.
  6. Follow-up with callers on complaint/question status, ensure resolution.
• Act as a liaison for the patients and the Practice locations:
  1. Direct calls to other departments as needed.
  2. Use sound judgment in handling calls, especially with upset patients.
  3. Understanding of when to escalate calls to Providers.
• Service patients:
  1. Make reminder calls as requested.
  2. Make calls to reschedule appointments when necessary.
  3. Provide assistance with mailings and other projects as call volume permits.
• Other reasonably related duties as assigned by supervisor or manager.

Education/Experience:

• High School or GED required.
• Associate Degree or related healthcare certification, preferred.
• One year of experience in customer service and/or related clinical environment.
• Working knowledge of medical terminology.
• Bilingual in Spanish highly preferred

Qualifications:

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Familiarity with CRM systems, a plus.
• Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
• Ability to handle a “call center” environment: work quickly and multi-task.
• Ability to exercise good judgment to handle calls appropriately.