JOB TITLE: Call Representative

FLSA STATUS: Non-Exempt

JOB SUMMARY: 

The Call Representative handles inbound and outbound calls for the practice in a professional, courteous and timely manner. Their responsibility is to respond to incoming calls from customers and answer questions and inquiries, troubleshoot problems, provide information, and handle complaints. 

QUALIFICATIONS/EDUCATION:

• High School Diploma, or equivalent required
• Bi-lingual English/Spanish preferred; must be able to read, write and speak English 
• 1-2 years of related experience in a medical setting preferred.
• Strong people skills. 
• Excellent communication skills, including verbal with proper grammar. 
• Data entry skills.
• Attention to detail.
• Strong organizational skills and ability to multi-task effectively. 
• Demonstrates skill in the use of personal computers, various programs, and applications required to competently execute job duties. Internet, document with Electronic Health Records and/or authorization system with minimal typing/spelling errors, send e-faxes and email.

ABILITIES/SKILLS:

• Basic computer skills to be able to recognize and understand our EMR System.
• Excellent communication, Customer Service, and telephone skills.
• Strong organizational skills and ability to multi-task effectively. 
• Must be able to work independently with minimal supervision in a fast-paced environment.
• Able to respect and maintain patient confidentiality at all times and comply with HIPAA Regulations. 
• Must be dependable and conduct him/herself in a professional manner.
• Demonstrates skill in the use of personal computers, various programs, and applications required to competently execute job duties.
• Must be able to follow policies and procedures.

ESSENTIAL DUTIES/ RESPONSIBILITIES: 

• Answering incoming calls using the assigned telephone script in a professional, courteous and timely manner. 
• Monitors hold time and number of callers on queue in order to meet performance goals. 
• Responsible for assisting patients with general questions without having to transfer calls.
• Makes certain that patients are not left on hold without needs being addressed. 
• Follow up patient calls as needed before the end of the day. 
• Provides callers with accurate practice information including the insurance we accept and if a referral is required.
• Assist patients with inquiries or concerns and ensure patients’ expectations are met. 
• Responsible for scheduling patient appointments in our system and informing patients if referrals or authorization are required for the office visit.
• Confirms patient appointments as needed. 
• Sends tasks or actions as needed.
• Monitor Appointments and Medical Records email and schedule and fax records accordingly. 
• Monitor incoming faxes and distribute them accordingly.
• Conducts all activities in a professional, polite, and courteous manner and abides by company policies and procedures. 
• Perform any other duties as assigned.