What are the responsibilities and job description for the Call Center Representative position at the Hurtt Family Health Clinic?
Call Center Representatives will answer all incoming calls from the main clinic phone line and route calls to the appropriate employee or department. This position will also schedule patient appointments at appropriate clinic locations with appropriate medical provider as part of the Patient Services team.
This position is full-time with a schedule of Monday through Friday 8am to 5pm with occasional weekend hours for a rotating Saturday morning shift (Saturday 8am-12pm).
All Call Center Representatives must be bilingual in Spanish and English.
The best candidate for this position:
- is bilingual in Spanish with strong verbal and written communication skills
- has previous successful experience working in a call center or telephone based customer service; including 100 calls per day
- has basic typing, telephone technical, and computer skills (Microsoft Word, Outlook, and Excel). Knowledge of EMR systems is a plus.
- has a positive, patient, and professional demeanor at all times to coworkers and patients
- is dependable, self-motivated, proactive, and a team player
What You'll Do:
Job Responsibilities & Duties
- Maintains the highest level of professionalism when answering telephone calls as HFHC “Ambassador”.
- Schedules patient appointments for medical, dental, mental health, chiropractic and optometry visits.
- Maintains a thorough knowledge of appointment policies and procedures to ensure appointments are scheduled accurately to provide a positive experience for all patients.
- Routes calls to appropriate staff in a timely and efficient manner.
- Participates in staff and educational meetings.
- Maintains confidentiality of all telephone calls and messages as appropriate.
- Trains back up personnel on telephone system, EMR, and phone protocol.
- Receives faxed documents, and distributes to appropriate staff.
- Reroutes telephone messages and enters all requests directly into EMR and sends to appropriate staff.
- Maintains a clean, safe and unobstructed workplace.
- Routes or replies to messages left in clinic voice message queue.
- Arranges for trained personnel to replace the call center position when absent.
- Performs other specified duties whenever assigned.
These duties are not exclusive and with consideration of the job requirements and employee skills, this job description can be added to or taken away from at the discretion of the employee’s immediate supervisor.