Customer Service Representative

Job Overview:

We are looking for a dedicated and empathetic Inbound/Outbound Call Center Representative to join our Patient Services team. In this role, you will be responsible for making inbound/outbound calls to an existing patient list to schedule doctor appointments. The ideal candidate will have excellent communication skills, a compassionate approach to patient interactions, and the ability to manage a high volume of calls efficiently.

Key Responsibilities:

• Outbound Calling: Make a minimum of 25 outbound calls per hour to existing patients to schedule doctor appointments.
• Inbound: Take high volume incoming calls from patients to assist in scheduling doctor appointments. Navigate through multiple applications to answer insurance and account questions.
• Appointment Scheduling: Accurately book and confirm appointments based on patient availability and doctor schedules with a goal of setting a minimum of 125 appointments per month.
• Patient Interaction: Engage with patients in a courteous and professional manner, addressing their questions or concerns and providing relevant information about their appointments.
• Data Management: Update patient information, appointment details, and call outcomes in the company’s scheduling and CRM systems.
• Documentation: Maintain accurate records of patient interactions and appointment status, ensuring all information is entered correctly and promptly.
• Compliance: Adhere to privacy regulations and company policies regarding patient information and appointment scheduling.
• Feedback and Improvement: Report any issues or patient feedback to the Call Center Manager to help improve processes and patient satisfaction.
• Performance: Maintain and exceed company metrics for outbound and inbound calls and appointments set.

Qualifications:

• Experience: Previous experience in a call center or customer service role is preferred, particularly in a healthcare or insurance setting. Training will be provided.
• Communication Skills: Strong verbal communication skills with a focus on clear, compassionate, and effective patient interaction.
• Organizational Skills: Excellent organizational skills with the ability to manage multiple tasks and maintain a high level of productivity.
• Technical Proficiency: Familiarity with scheduling software and CRM systems is a plus; proficiency in data entry and technical aptitude use required.
• Attention to Detail: High attention to detail to ensure accuracy in scheduling and patient information.
• Empathy: Ability to approach each call with empathy and professionalism, particularly when dealing with sensitive patient information.

Working Conditions:

• Schedule: Full-time. Flexibility in scheduling may be required based on call volume and patient needs. Hours are Monday-Friday between the hours of 8:30-6:00. There are occasional Saturdays based on Company needs
• Environment: Remote work environment.
• Noise Requirements: Must be able to provide and maintain a quiet, distraction-free workspace with zero background noise to ensure clear, professional-quality inbound and outbound calls.