What are the responsibilities and job description for the Communication Center Operator position at Borinquen Health Care Center, Inc?
Borinquen Medical Centers is based in Miami, Florida and is seeking to hire a full-time Operator to join our team. Under the direct supervision of the Communication Center Manager, Operators will transfer calls to correct destination and assist callers as needed. Answer inbound and make outbound calls in a high volume call center, with computer input during calls, collect vital information patient to complete registration. Transfer calls to the appropriate department whenever necessary. Conduct introduction calls to verify/confirm services needed. Schedule provider appointments by coordinating panel availability.
TASKS AND RESPONSIBILITIES
- Answer inbound and make outbound calls in a high-volume call center, with computer input during calls, collect vital information patient to complete registration; Transfer calls to the appropriate department whenever necessary.
- Conduct introduction calls to verify/confirm services needed.
- Schedule provider appointments by coordinating panel availability.
- Update patient information (insurance, address, phone, email i.e.) regularly through multiple web portals.
- Conduct courtesy calls to end users to ensure patient satisfaction with service provided.
- Effectively deal with upset/angry callers; understand the importance of maintaining a professional attitude when handling all calls and escalate to a supervisor/manager when necessary; Use the most appropriate means to communicate with different personality types on the telephone and within the workplace.
- Identify and communicate concerns, problems and challenges to supervisor(s)/manager(s) in a positive, constructive and solution orientated manner.
- Ensure customer service levels are in line with company standards.
- Handle all task and requests quickly and efficiently; Escalate calls/send emails through the proper channels if required.
- Counsels patients and families regarding financial issues such as insurance, eligibility for assistance, sliding fee scales, verifies insurance coverage with insurance companies.
- Records patient demographic, insurance, and billing codes into registration and billing system; researches missing information on intake forms; obtains signatures and release forms.
- Schedules patient appointments for treatment.
REQUIREMENTS
- Excellent customer service skills; a problem solver exhibiting good judgment.
- Bilingual Spanish/Creole (preferred).
- Good phone etiquette and excellent listening skills; Strong written, analytical, persuasive and interpersonal skills.7. Strong verbal communication skills; a courteous and professional approach.
- Ability to maintain composure under stressful and/or possible agitating working conditions.
- Basic computer skills are required – working knowledge of MS Word and Excel/
- High school education or equivalent required
BENEFITS
- Medical/Dental/Vision/Short Term Disability
- Company paid long term disability
- Life insurance
- 401K Plan
- Standard Paid Holiday's
- Vacation and Sick Time
- Amazing Team &Atmosphere
