Job Summary:
The Call Center Technician is responsible for scheduling and interacting with patients via telephone and performs a range of duties which includes answering incoming telephone calls, taking messages and tasking appropriately, scheduling appointments and gathering required information in preparation for the patient's on-site appointment
Supervisory Responsibilities:
Duties/Responsibilities:
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Understands and adheres to the Crossing Healthcare Standards, Policies and Behaviors.
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Responds to inquiries regarding appointments, referrals, refills, etc.
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Remains aware of call queues and complete call processing in an efficient manner while maintaining high level of customer experience.
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Displays active listening, empathy, courtesy, and professionalism with callers and colleagues.
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Strives to resolve caller’s inquiries in a single interaction.
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Fulfills responsibilities to ensure proper patient identification, accurate demographics and insurance coverage, and managing/updating patient medical records.
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Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties.
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Provides feedback and collaborates with colleagues and leadership to improve departmental performance.
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Completes all annual mandatory requirements and conditions of employment.
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Performs all other related duties as assigned
Competencies
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Ability to maintain confidentiality
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Ability to relate to persons of various economic levels and cultures
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Average to above average level of interest in working with people and data
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Cooperative attitude, with the ability to be assertive when needed
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Proficiency in use of telephone system, computer, and basic office equipment
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Superior listening, verbal, and written communication skills
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Excellent data entry and typing skills
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Knowledge of customer service practices and principles
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Ability to handle the stressful situation appropriately
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Customer focus and adaptability to different personality types
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Ability to multi-task, set priorities and manage time effectively
Education and Experience:
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High School Diploma or equivalent
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One to two years’ experience in health care setting preferred
Physical Requirements:
- Ability to work in conditions that include exposure to blood, bodily fluids and tissues, contagious diseases and/or other potentially hazardous materials
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Moderate physical exertion including walking, standing bending, reaching and carrying moderately heavy loads (up to 10lbs)
- Ability to sit for extended periods of time
Pleasant speaking voice
