Call Center Representative

The Call Center Representative uses their knowledge of health center services and policies to assist patients with scheduling appointments, complaints and/or problems and any other miscellaneous inquiries. They speak with patients/the public and listen to them to gain a better understanding of their needs and offer information and possible solutions. The Call Center Representative will handle a high volume of inbound calls and should always maintain a positive attitude with each caller.

Most importantly, the Call Center Representative supports the mission and vision of the Zufall Health Center.

Full-time

The Call Center Representative uses their knowledge of health center services and policies to assist patients with scheduling appointments, complaints and/or problems and any other miscellaneous inquiries. They speak with patients/the public and listen to them to gain a better understanding of their needs and offer information and possible solutions. The Call Center Representative will handle a high volume of inbound calls and should always maintain a positive attitude with each caller.

Most importantly, the Call Center Representative supports the mission and vision of the Zufall Health Center.

• Consistently adheres to all departmental policies and procedures and maintains compliance with all rules and regulations as required by Zufall Health, HIPAA, NJ state Ambulatory regulations, Medicare and Medicaid, and any other legal requirements.
• Conducts all aspects of the job in a professional and ethical manner.
• Works as a team with little supervision and uses available resources for problem resolution as indicated by circumstance or need.
• Maintains high level of confidentiality.
• Works collaboratively with team members to assure the optimal outcomes of care and service.
• Utilizes departmental resources prudently and appropriately.
• Uses communication methods that create and foster a positive image of the organization, upholding the values of Zufall Health Center.
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues.
• Always keeps Manager/Supervisor informed of work-related issues.
• Performs any additional duties as determined by Manager/Supervisor.

• Answers the telephone promptly when calls are presented.
• Efficiently manages large amounts of inbound calls.
• Greets callers in a pleasant and helpful manner.
• Assists patients with making appointments.
• Responds to inquiries from callers or via text messages and provides the best information available.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry callers, as needed.
• Reminds patients of items needed to bring for their visit.
• Communicates with the medical staff regarding patient’s visits/concerns.
• Identify and elevate issues to Manager/Supervisor.
• Route calls to appropriate sources.
• Document all call information according to standard operating procedures.
• Follow-up customer voicemails where necessary.
• Keep their personal areas and their surrounding public areas neat and clean.
• Keep appearance neat and clean using business casual attire.

• Maintains patients’ confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual.
• Answers inquiries of patients via telephone or text messages regarding regulations and services; when necessary, refers inquiries to appropriate person or department.
• Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position.