Qualifications: Associate's Degree, or in place of a degree, 2+ years of relevant experience. Previous work experience in health care call center setting required. Must also have experience with management work flow.
Experience:
- 1 year lead experience in Healthcare that is related to the call center (2 years preferred)
- 2 years of Customer Service experience required
- 1 year of Scheduling in health care provider office and/or surgical center required
JOB SUMMARY:
The Lead Call Center Representative is responsible for training the staff in answering incoming calls for both new and established patients, schedule new patient appointments, modify/cancel existing patient appointments, answering patient emails, and following up reminder on appointments. Oversee all aspects of call center's operation, including quality call audits.
Must be able to accurately collecting patient demographics and provide support to clinical front office staff. The call center is our first point of contact from new patients in answering questions, providing general information, scheduling appointments, and/or transferring calls to appropriate departments which can provide more specific information when applicable.
JOB FUNCTIONS AND RESPONSIBILITIES
ESSENTIAL FUNCTIONS:
- Answer phones and greet incoming call in a professional and courteous voice.
- Triage calls and transfer calls to other departments.
- Answer questions accurately and schedule patients for various appointments.
- Accurate recording of patient demographic information.
- Complete timely and accurate email correspondence with patients prior to their new patient visit with physician.
- Responsible for timely follow-up on transferred calls.
- Handle confidential information and patient medical records.
- Maintain positive relationships with other departments.
- Participate in staff meetings and other in-services or training as assigned.
- Assist with training of Call Center Representatives.
- Assist patient, staff, and physicians, as needed.
- Weekend rotation maybe required.
- Other duties as assigned.
Job Type: Full-time
Pay: $80,000.00 - $90,000.00 per year
Work Location: In person
