What are the responsibilities and job description for the CALL CENTER REPRESENTATIVE position at Lorain County Health & Dentistry?
Position Title: Call Center Representative
Hours: Full-time, Monday - Friday, 8:30am - 5:00pm
Primary Purpose
The Call Center Representative provides direct service to patients, providers, and other support staff. They are often the first and last person a patient interacts with at Lorain County Health & Dentistry and therefore play an integral role in managing the overall patient experience. Call Center Representatives are expected to work closely with providers and other staff members and function as a team player to meet and exceed the needs of the patient.
Education And Certification Requirements
Hours: Full-time, Monday - Friday, 8:30am - 5:00pm
Primary Purpose
The Call Center Representative provides direct service to patients, providers, and other support staff. They are often the first and last person a patient interacts with at Lorain County Health & Dentistry and therefore play an integral role in managing the overall patient experience. Call Center Representatives are expected to work closely with providers and other staff members and function as a team player to meet and exceed the needs of the patient.
Education And Certification Requirements
- Must have a high school diploma or GED.
- Previous experience as a receptionist, secretary, or call center representative in a medical setting is preferred.
- Experience in patient scheduling preferred.
- Must be able to demonstrate computer knowledge, including: basic Microsoft Office and the ability to navigate and manipulate multiple software applications in a single session.
- Knowledge of medical terminology preferred.
- Ability to maintain a calm and professional demeanor and communicate enthusiastically with patients.
- Ability to be responsive in working with a culturally- diverse patient population.
- Ability to independently coordinate multiple tasks.
- Ability to work cooperatively with others.
- Bilingual Spanish speaking is a plus.
- Answer phones and route calls and messages to providers and other staff members efficiently.
- Schedule patient appointments in accordance with guidelines.
- Update the Practice Management System (PMS) with accurate patient addresses, phone numbers, and insurance information.
- Perform patient scheduling by completing accurate phone discussions to obtain demographic, insurance, financial and appointment related information.
- Build positive relationships with internal and external customers/patients.
- Prioritize and multi-task to meet the demands of a busy office, including answering a high-volume of phone calls.
- Demonstrate professional phone etiquette and take complete and accurate phone messages.
- Must maintain accurate records.
- Comply with HIPAA guidelines as all times
- Extensive use of computer and telephone.
- Some lifting of supplies and equipment up to 50 lbs.
- 20% walking or standing, 80% sitting at a desk.
- Category II re: exposure to blood, bodily fluids, and communicable diseases.
- Excellent Training and Orientation Program
- Paid Holidays
- Generous Paid Time Off (PTO)
- Health, Dental, and Vision Insurance
- Prescription Coverage
- Employer Paid Life Insurance
- Employer Paid Short- and Long-Term Disability
- 401(k) Retirement Plan
- Giving back, outreach, and true advocacy to the patient community we serve.
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