What are the responsibilities and job description for the CALL CENTER REPRESENTATIVE position at Family Care Health Centers?
Description
I. BASIC FUNCTION:
Acts as a member of the Operations Team in the role of Call Center Representative.
Ii. Primary Responsibilities
I. BASIC FUNCTION:
Acts as a member of the Operations Team in the role of Call Center Representative.
Ii. Primary Responsibilities
- Receive and answer all incoming telephone calls promptly and professionally.
- Schedule patient appointments utilizing electronic health record (EHR) systems and create detailed tasks/messages for appropriate medical staff.
- Reschedule patient appointments and cancel provider schedules as needed.
- Orient new staff to the telephone system.
- Monitor cancellations and reschedule appointments as necessary.
- Manage care gap lists and outbound calls, schedule appointments for specific patient populations at the direction of clinical staff.
- Provide accurate information about medical procedures, clinic hours, and provider availability.
- Handle urgent calls and escalate issues to appropriate medical staff when necessary.
- Maintain patient confidentiality and comply with HIPAA regulations.
- Performs other duties as assigned.
- High School Diploma or G.E.D. equivalent required.
- One (1) year medical office work experience or equivalent required.
- Ability to type 40 WPM preferred.
- Knowledge of medical terminology preferred.
- Must possess excellent computer, communication and customer service skills.
- Must possess excellent organizational skills and attention to detail.
- Bi-lingual speaking skills a plus.