Job Description

JOB SUMMARY: Under general supervision, the Call Center Personnel will be responsible for professionally responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues. DUTIES & RESPONSIBILITIES: • Answer telephone promptly and in a polite and professional manner; • Obtain and enter accurate demographic information into eClinical Works; • Schedule appointments properly and inform patient of items to bring to appointment; • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization; • Act as a liaison for the patients of the clinic; • Direct calls to other departments as necessary; • Use sound judgment when handling calls, especially with irate patients; • Understand when to escalate calls to medical personnel/physicians/managers; • Positively contribute to staff morale and corporate culture; • Ensure that work assignments and information gathered from day to day work is not shared with anyone and protects all patient and agency information. Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality; • Ensure that our patients get the best possible care; • Contact patients for required programs; • Follow up with rescheduling missed appointments as assigned; • Perform other duties as assigned to support HOPE Clinic’s Mission, Vision and Values. QUALIFICATION REQUIREMENTS: • Ability to communicate effective on the telephone • Ability to relate to patients with diverse educational, socioeconomic, and ethnic backgrounds • Strong written and oral communication skills • Strong customer service skills • Ability to handle confidential and sensitive information • Insurance and medical experience preferred • Proficient in use of computers and software programs • Must be detailed oriented and able to handle multi-tasks • Office equipment (e.g., computer, copier) • Must be able to handle multiple tasks, complexity, and diversity of customers • Being Bilingual is highly preferred but not a must