Overview:
Job Title: Patient Service Rep
Reports To: Manager, Call Center
Office Location: Jacksonville, FL
Some travel to other locations may be required based on operational needs
Responsibilities:
- Answer inbound calls, schedule office appointments and answer questions for new and established patients.
- Engage in active listening with callers, confirming or clarifying information and diffusing anxiety, as needed.
- Utilize software, databases, scripts and tools as directed in formal training and regular coaching.
- Route tier 2 calls to the appropriate personnel, as needed.
- Coordinate hospital consults with practice offices.
- Build lasting relationships with patients and other call center team members based on trust and reliability.
- Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service.
- Make recommendations for appointment times, providers, and locations that may better suit patient needs.
- Learn new technologies and workflows as they are introduced.
- Other related duties, as assigned.
Qualifications:
SKILLS AND QUALIFICATIONS:
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High school diploma or equivalent.
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Experience desired, healthcare focused call center experience or call center professionals accustomed to delivering a great caller experience in a high-volume setting. We will also consider medical office staff accustomed to a fast-paced office where they were required to make patient appointments and multi-task.
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Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
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Proficiency with computers and strong typing skills.
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Strong time management and decision-making skills.
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Adaptability and accountability.
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Fluency in Spanish highly desired.
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Seeking experienced call center representative accustomed to high volume and/or doctor’s office staff who have worked in a high-volume office and have experience making patient appointments.
