Call Center Agent

Responsibilities

• Answers incoming phone calls in a timely manner.
• Accurately schedules patient appointments with appropriate providers.
• Collects patient demographics and insurance information accurately.
• Distributes incoming administrative correspondence promptly and accurately.
• Schedules referrals to appropriate outside providers in a timely manner.
• Responds to requests from various departments regarding insurance, scheduling, and paperwork.

• Exhibits good customer techniques and positive interactions with patients, visitors, and coworkers.
• Handles customer complaints using established customer service techniques.
• Exercises proper telephone etiquette: introduces self, identifies department, greets caller courteously, ensures caller is routed appropriately, and asks if anything further is needed before ending the call.

• Completes required continuing education and maintains current certifications.
• Participates and provides input to staff meetings.
• Maintains attendance and meets time‑keeping policies.
• Clocks in and out accurately on Paylocity.
• Adheres to organizational policies and procedures and dress code.
• Is proactive in reviewing new or revised policies.
• Supports administrative decisions.
• Controls costs and expenses through efficient use of resources.
• Maintains the highest levels of ethics and compliance.
• Uses proper precautions to prevent injury and reports safety issues immediately.

• High school diploma.
• Preferred:
  Customer service experience and office setting experience.
• Basic computer and typing skills; experience with Microsoft Office, multi‑line phones, and ability to multitask.
• Must be able to read, write, speak, and understand English.
• Analytical and problem‑solving capabilities.
• Ability to deal with a variety of personalities.
• Physical demands: ability to sit/stand for long periods; visual and auditory proficiency.