Medical Call Center Representative

This position provides high level member assistance by scheduling various appointments requested transferring calls appropriately, monitor doctors schedule, composing messages, and providing general information.

Essential Functions

• Operate in a high volume, highly structured call center environment by responding to incoming calls.
• Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and makes appointments utilizing appropriate guidelines
• Prioritize patient needs and offer alternatives to members when appropriate.
• Utilize superior customer service skills to provide service to members when diffusing difficult member encounters.
• Uses tact and diplomacy in handling difficult interactions with members.
• Determine if calls are urgent or emergent by listening to the patient.
• Compose messages for the physician/providers or other medical staff based on patients requests.
• Responds in a courteous and professional manner to general questions.
• Identifies ways to improve quality of service to members and recommends steps used to accomplish these goals.
• Must perform all of the above duties while meeting established standard of performance for quality and productivity.
• Performs clerical duties which may include assigning new patients, calling patients to cancel and reschedule appointments.

Principle Job Duties

• Answering incoming calls
• Determine type of appointment needed, determine appointment availability and schedule appointments
• Prioritize members needs and offer alternatives to patients when appropriate
• Determine is calls are urgent or emergent
• Compose messages to providers or other medical staff based on member requests.
• Utilize databases to give information to members and other callers as requested
• Notify patients of appointment changes by telephone as directed
• Schedule, reschedule and/or verify appointments
• Answer Patient inquiries
• Contact appropriate offices to obtain medical records of new patients.
• Verify and update member demographics
• Perform on-line inquiry functions
• Perform data retrieval of computerized data
• Record and maintain activity logs
• Clear paper jams and other routine maintenance of printers/copiers
• Train or orient new or less experienced personnel
• Serve as a resource person to coworkers and assist in problem solving.
• Perform other activities and duties as directed.
• Initiate telephone calls to physicians or other medical office staff when indicated to assist members
• Assume other activities and responsibilities from time to time as directed.

Basic Qualifications

• 1 year customer service experience
• High school diploma or equivalent
• Effective telephone communication skills and excellent interpersonal skills
• Must be able to effectively communicate, verbally and in writing in English
• Spanish speaker a plus

Job Type: Full-time

Pay: $16.04 per hour

Expected hours: 40 per week

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What are you looking to earn per hour?
• This is a full time position working Monday - Friday. Are you able to work normal business hours M to F?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person

Salary : $16 - $0