Call Center

• Serve as the welcoming first point of contact by managing inbound and outbound calls in a call-center environment
• Assist patients with their needs while maintaining a positive and compassionate attitude
• Adhere to scheduled work hours and ensure a seamless experience for callers
• Schedule patient appointments following established protocols and procedures
• Discuss referrals, insurance status, and eligibility
• Stay updated on processes and developments to provide accurate information
• Use problem-solving skills and available resources to address patient inquiries
• Collaborate with clinical and other departments to meet appointment and treatment requirements
• Identify high-risk or urgent symptoms and promptly relay information to clinical staff
• Enter patient demographics and log call details accurately into the system
• Multitask while speaking on the phone and operating a computer
• Apply basic healthcare terminology and maintain HIPAA compliance
• Respond to emails and other non-phone inquiries
• De-escalate situations and address indicators of patient distress
• Perform other related duties as assigned

• High school graduate or equivalent required
• 1-2 years customer service experience highly preferred
• Clinical office support experience highly preferred
• Customer service orientation
• 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 of math and alphabetical or numerical filing may be required
• Patient scheduling experience
• Punctual attendance with minimal absenteeism
• Knowledge of medical terminology and/or insurance terminology preferred
• Bilingual English/Spanish strongly preferred, with ability to read, write, interpret, and disseminate information in both languages
• Ability to maintain HIPAA compliance

Demonstrates strong customer service skills in a call-center environment, effectively managing patient inquiries and appointments while maintaining HIPAA compliance. Proficient in using healthcare terminology and collaborating with clinical staff to ensure a seamless patient experience.

• Customer Service Experience
• Patient Scheduling
• HIPAA Compliance
• Bilingual English/Spanish
• Data Entry Skills

• Patient Scheduling
• Data Entry
• Medical Terminology
• Insurance Terminology
• Keyboard Typing
• Multitasking
• Basic Math Skills
• Alphabetical Filing
• Computer Navigation
• Online Forms

• Compassionate Attitude
• Verbal Communication
• Written Communication
• Problem-Solving
• De-Escalation Skills

• Call-Center Environment
• Patient Inquiries
• Clinical Office Support
• High-Risk Symptoms
• Appointment Requirements

• MS Windows
• Email
• Electronic Forms
• Websites