Call Center Agent

Description

ORGANIZATION WIDE COMPETENCIES

1. Customer Service Interactions: Organization expectation is employees will exhibit good customer techniques and positive interactions with all patients, visitors and co-workers.

• Customer Service Complaints: Regularly exhibits good customer techniques in daily interactions with patients, visitors, and co-workers.
• Telephone Etiquette: Exercises proper telephone etiquette: Introduces self, identifies department, greets caller courteously. Ensures caller is routed appropriately and asks if there is anything further they need prior to ending the call.

2. Personal and Professional Responsibilities: Organization expectation is employees will complete all personal and professional responsibilities in a timely and efficient manner.

• Professional Certifications and Continuing Education:Completes all required continuing education programs and in-services with prescribed time frames. Ensures certifications are current and are not allowed to lapse.
• Professional Demeanor: Contributes in a positive manner to the professional environment of the organization. Participates and provides input to staff meetings.
• Attendance: Maintains attendance and tardiness per organization policy.
• Paylocity clocking: Clocks in and out or records hours worked correctly.

3. Organization Policy and Procedures: Adheres to the policies and procedures of the organization. (May only score Does Not Fulfill Expectations or Meets Expectations)

• Dress Code:Adheres to organization and/or department dress code.
• Policy Adherence: Refers and adheres to appropriate policies and procedures in daily job performance. Seeks interpretation as needed. Maintains on-going review of all new/revised policies.
• Administrative Decisions: Accepts and supports administrative decisions.
• Cost controls: Controls costs and expenses by efficient management of departmental resources, elimination of waste, inventory control, charging, billing, coding and resource utilization.

4. Ethics and Compliance: Employee’s conduct reflects the organization expectation of the highest levels of ethic and compliant conduct. (May only score Does Not Fulfill Expectations or Meets Expectations)

5. Safety: Uses proper precautions to prevent injury to self or others. Reports any safety issues immediately to management. (May only score Does Not Fulfill Expectations or Meets Expectations)

60%

POSITION RESPONSIBILITIES

1. Answers incoming phone calls in a timely manner.
2. Accurate schedules patient appointments with appropriate providers.
3. Collects patient demographics and insurance information in an accurate manner.
4. Distributes incoming administrative correspondence in a timely and accurate fashion.
5. Scheduling referrals to appropriate outside providers timely;
6. Responds to requests from various departments regarding insurance, scheduling, and paperwork.
   

Requirements

MINIMUM EDUCATION REQUIRED

• High school diploma

MINIMUM EXPERIENCE REQUIRED

• Customer service experience and office setting experience preferred

LICENSES / CERTIFICATIONS REQUIRED

• N/A

SUPERVISES

• N/A

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Basic computer/typing skills; experience with Microsoft Office; experience with multi-line phones; ability to multitask

PHYSICAL DEMANDS & WORKING CONDITIONS

• Physical/Mental Requirements
• Ability to sit/stand for long periods
• Ability to visually and audibly perform all essential functions for timely responsiveness.
• Must be able to read, write, speak and understand the English language.
• Ability to make occasional judgments and respond to disasters or emergencies, actual events, or drills.
• Must have analytical and problem-solving capabilities.
• Must be able to deal with a variety of personalities with whom the employee comes into contact, both pleasant and irate.