What are the responsibilities and job description for the Call Center Representative position at Whole Family Health Center Inc?
Job Summary: This person must be able to multi-task and function in a fast-paced environment while contributing to a positive environment for patients and staff and participating in problem solving activities. He or she must be detail oriented, sensitive to the patient’s needs, and require minimal supervision in order to function efficiently. The person in this position maintains office operations by receiving and distributing communications and serving the patients. He or she works directly with the clinical staff and acts as a liaison between the patient and the provider. This position requires close communication with the patient, nurses, providers, and case managers in order to coordinate care. Communication with and respect for the patient is essential to build rapport. Good patient assessment skills are essential. This person must prioritize tasks and use space and time efficiently. The person in this position must be able to think critically and logically. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. This is a position of trust.
Communication: Good oral and written communication skills are required for this position. Information must be exchanged using tact and persuasion appropriately. The person in this position must be able to communicate with the patients, staff, and others; and contribute to a positive environment. The ability to communicate in Spanish, Creole, or both is a plus.
Key Responsibilities:
- Maintains professional behavior, and attitude towards patients, visitors, and coworkers.
- Answers incoming customer phone calls and take appropriate action for each call.
- Maintains customer satisfaction ratings based on explicit criteria set forth by the company.
- Attends mandatory training sessions to stay updated on product or company policy changes.
- Uses company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input.
- Input’s data into the company’s EHR to keep each patient record updated.
- Makes, changes, cancels, or edits appointments.
- Transfers calls as appropriate using switchboard.
- Strong communication and phone skills.
- History of success in customer service.
- Solves customer issues.
- Upsells customer accounts.
- Maintains call center database.
- Relay’s information.
- Upkeep of office equipment.
- Attends educational offerings as appropriate.
- Performs other duties and responsibilities as assigned.
- May occasionally need to travel from one clinic to another for coverage.
Education & Training
- High school diploma or GED required; college degree preferred.
Experience:
- One to three years of progressive work experience in a medical office setting.
Requirements:
- Level 2 background clearance required
- Must have all necessary vaccinations, a PPD Test done upon hired.