Call Center Representative

POSITION TITLE: CALL CENTER REPRESENTATIVE

FLSA: NON-EXEMPT

Job Summary:

The Call Center Representative is responsible for delivering excellent customer service through effective communication, quick problem-solving, and professional demeanor. This role requires a representative to handle inbound and outbound calls, assist with customer inquiries, and provide solutions to ensure customer satisfaction. Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Handle inbound and outbound calls, messages to efficiently schedule, reschedule, confirm, and cancel appointments following company guidelines.
• Assist patients inquires about our services, appointments, or other inquiries based on company guidelines.
• Answer incoming medical department calls, document messages, prioritize urgency, and route them to the appropriate provider or clinical staff for further action.
• Identify patient needs and offer relevant solutions or alternatives, ensuring a positive experience.
• Deliver exceptional customer service by resolving issues effectively and ensuring a positive experience for each interaction.
• Resolve basic to complex issues independently or escalate to a supervisor when necessary.
• Document all patient interactions accurately in the EMR system for future reference and follow-up.
• Handle sensitive information with discretion, adhering to data privacy guidelines.
• Update patient's information and maintain accurate records in the database.
• Participate in regular team meetings, training sessions, and performance reviews, in-person.
• Perform additional tasks as needed to support the centers.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to prioritize tasks and to delegate them when appropriate.
• The ability to use office equipment, such as computers, fax machines, copy machines, telephones, calculators, and more, on a regular basis.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite, Electronic Medical Records (EMR) and related software.

Education and Experience:

• High School diploma or equivalent is required.
• At least two years related experience is preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Must be able to travel to various center locations as required.