Overview:

Call Center Agent interacts with callers/patients by phone and other means of communication, to schedule appts, provide information, and provide an amazing contact experience.

Duties and Responsibilities:

· Self-motivated learner, with positive attitude, sense of optimism, ownership and commitment.

· Properly greet callers, collect and or provide information based on purpose of call and script requirements.

· Conduct outreach calls, and general outbound calling.

· Assist callers/patients as needed, find solutions to questions, and provide amazing contract experience.

· Willingness to come in and help people every day, and get up and do it again tomorrow.

· Handle all aspects of patient appointment scheduling and referrals.

· Ability to use proper language, grammar and style, in verbal and written communications.

· Ability to understand basic health care industry terms (e.g. primary care, provider, benefits, HIPAA).

· Ability to research information using available resources, reference FAQ’s, and other information resources.

· Quick and accurate keyboard typing and navigation with mouse.

· Respond to customer emails and other non-phone inquiries/communications.

· Complete any required data entry, call logging and or reporting.

· Working knowledge in a MS Windows environment, Email, Online/Electronic Forms, Websites.

Education, Experience, Licensure/Certification and Skills/Abilities Related Requirements:

· High school graduate or equivalent required.

· Bilingual – English/Spanish strongly preferred, with the ability to read, write, interpret and disseminate information.

· Medical Assistant experience or clinical office support experience highly preferred.

· Customer service oriented

· Pleasant, professional, and articulate phone voice.

· Ability to handle multiple incoming callers/patients, tasks and responsibilities.

· Strong verbal and written grammar skills.

· Accurate keyboard typing, data-entry and mouse navigation skills.

· Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites.

· Basic knowledge such as math, alphabetical or numerical filing may also be required.

· Patient scheduling experience.

· Strong knowledge in Medical Terminology.

· Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.

Continuing Education and Training Requirements:

Participates in training required by the funding source and/or required by licensing board.