Bilingual Call Center Agent

Cahaba Medical Care Foundation

Position: Call Center Agent

Reports to: Call Center Manager

Purpose: Service Center agent will be responsible to accurately coordinate, schedule and complete registration for ambulatory outpatient visits. Responsibilities include collecting demographic and insurance information and collecting clinical information in response to scheduling questions. Representative will explain any patient preparation requirements and coordinate with clinics regarding protocols and modifications to scheduling

protocols. Representative may also be expected to answer non-scheduling requests, as appropriate, or accurately transfer patients to the department

able to answer their question.

Responsibilities and Duties / Essential Functions:

● Prompt, regular attendance at the office

● Communicates daily with the Call Center Manager.

● Answer incoming calls within an acceptable timeframe and greet the caller in a friendly manner.

● Accurately coordinate and schedule ambulatory outpatient visits for assigned location(s) or types of care.

● Manage appointment reminders and make outbound pre-visit calls as needed. ● Reschedule and cancel appointments as required.

● Collect minimum data set and ensure it is accurately recorded in EHR ● Verify insurance and communicate any patient liabilities

● Provide concise and accurate information on next steps for care, and make it readily available when patient needs to reference it

● Answer patient questions and navigate callers to appropriate team for problem resolution or additional support when required

Requirements:

● Previous call center experience

● Strong computer skills

● Strong writing, typing and documentation

● Previous experience with electronic health record

● Excellent organizational skills

● Ability to listen and document simultaneously

● Ability to utilize call center telephone system

● Ability to multi-task

● Ability to work both independently and as part of a team is required.