Job Title: Call Center Representative

Job Category: Administration

Location: Thomasville

Travel Required: No

Level/Salary Range: Competitive based on Experience

Position Type: Non-Exempt

Reports to: Special Projects Coordinator

Job Description

Primary Care of Southwest Georgia (PCSG) is a Federally Qualified Health Center (FQHC) with multiple locations that are dedicated to providing high quality care to our patients. Under the direction of the Special Projects Coordinator, the Call Center Representative will serve as the point of initial contact for PCSG. The Representatives work in a call center setting surrounded by other call center employees. The Call Center Representative position is responsible for scheduling and interacting with patients via telephone and performs a range of duties which includes gathering required information in preparation for the patient’s on-site appointment. The Call Center Representative is responsible for scheduling patient appointments for all PCSG’s sites.

• ROLES & RESPONSIBILITIES
• Answer, screen, and forward multi-line telephone calls in a professional and courteous manner.
• Phone calls should be answered promptly and in accordance with the PCSG Call Center requirements and protocol.
• Schedule patient appointments for multiple PCSG locations.
• Work diligently to ensure the appointment schedule(s) are productive and complete.
• Participate in training and other learning opportunities to expand knowledge of job role.
• Maintain confidentiality and HIPAA compliance in accordance with regulatory laws.
• Other duties as assigned by the Special Projects Coordinator.
• QUALIFICATIONS & EDUCATION REQUIREMENTS
• High School Diploma or equivalent, required
• Healthcare and/or customer service experience a plus
• Previous Call Center experience preferred
• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• Strong time management and organizational skills
• Adaptability and flexibility
• KNOWLEDGE, SKILLS, & ABILITIES
• Empathy with and an understanding of appointment scheduling and quality customer service.
• The ability to effectively triage calls to ensure appropriate scheduling.
• Excellent written and verbal communication skills is required with the ability to work well with others.
• Detail Oriented
• Strong Organizational Skills
• The ability to manage time appropriately and accurately involving multi-tasking.
• Experience using a variety of technical related systems and tools.
• Phone skills, including familiarity with complex or multi-line phone systems
• Comfortable working in fast-paced environments
• Computer skills and knowledge of electronic medical record (EMR) system strongly preferred
• A positive attitude and the willingness to be a team player at all times.
• HIPAA Compliant
• PHYSICAL DEMANDS

PCSG is a high-volume medical practice. This position is sedentary in nature and involves sitting for extended periods of time.

*PLEASE NOTE THAT JOB DUTIES MAY ATLER DUE TO THE NEEDS OF THE SITE*

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person