What are the responsibilities and job description for the Call Center Representative (2406) position at US Heart & Vascular?
US Heart and Vascular is in need of a Call Center Representative for Houston Cardiovascular Associates in Houston, TX.
Responsibilities:
- Answer all incoming calls within two rings.
- Handle appointment rescheduling for office visits and testing appointments.
- Direct clinical calls to the appropriate clinical team member using a telephone encounter (TE) in the EMR.
- Escalate urgent patient issues as needed using the TE escalation pathway or reaching out to a supervisor.
- Outbound calls: Confirm testing appointments for assigned physicians, and office visits as needed.
- Work with medical staff for assigned physicians to work on non-clinical tasks such as rescheduling.
- Change status to unavailable or wrapping up as needed to ensure a low rate of bounced calls.
- Additional duties as assigned based on practice needs.
Requirements:
- Minimum of 1 year of experience
- High School Diploma or equivalent is required
- Strong communication and interpersonal skills.
- Proficiency in using call center software and electronic health record (ECW) systems
- Ability to use Microsoft Word basic correspondence
- Knowledge of medical terminology and basic healthcare processes
- Empathy, patience, and a customer-centric approach to patient care
- Strong attention to detail and analytical skills
- Knowledge of healthcare compliance and regulations, including HIPAA
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Ability to type a minimum of 30 WP
About Houston, TX:
Houston is a diverse city with a booming job market in energy, healthcare, and tech. It has no state income tax, an affordable cost of living, and world-class dining and entertainment. Green spaces, museums, and pro sports teams add to its appeal. Whether for career growth or culture, Houston has it all.