Job brief

We are looking for a Medical Call Center Representative that will be the liaison between our practice and its current and potential patients. The successful candidate will be able to accept ownership for effectively solving patient issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify patients’ needs, clarify information, research every issue and provide resolutions and/or alternatives
• Forward calls or transfer calls to the right person, medical assistant or LVN
• Keep all conversations in our call center professional and as brief as possible
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets
• Assist in the fax box and/or front office tasks if needed

Requirements and skills

• Previous experience in a patient support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with EHR systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• High school degree or higher