Customer Service Agent

Scope of Position

The Customer Service Agent is responsible for answering a multi‑line telephone, triaging calls, scheduling appointments, and taking messages. The Customer Service Agent serves as a liaison between the caller and medical support or other staff to facilitate the smooth running of the healthcare environment and promote the delivery of quality patient care.

• Answers multi‑line telephone promptly, and in a polite and professional manner.
• Schedules patient appointments correctly, ensuring the removal of any error by reviewing appointment date, time, location, and provider name with the caller. Informs caller of items to bring to the appointment and reminds them of the cancellation/no‑show policy and to arrive 15–30 minutes early for paperwork.
• Obtains accurate, pertinent patient demographic information and updates the computer system as necessary.
• Provides a patient‑focused service and a positive impression of the organization to patients or other individuals who call into the call centre by answering questions, transferring calls to the appropriate person/departments, and taking thorough messages.
• Uses sound judgment in handling calls, especially with upset patients, and understands when to escalate the call to physicians, a manager, or the triage nurse.
• Contacts patients as required to confirm, cancel, or re‑schedule appointments.
• Mails necessary forms to new patients for completion prior to appointment.
• Maintains operations by following and remaining updated and current on the electronic health record and appointment scheduling systems and office policies and procedures.
• Maintains patient privacy by keeping all patient information confidential.
• Performs automated functions that fall within job responsibility.

• Strong phone and computer skills with working knowledge of practice‑based medical office processes and procedures.
• Must have a pleasant phone manner and superb communication skills (verbal and written).
• Ability to work well in a fast‑paced environment.
• Knowledge of insurance guidelines.
• Knowledge of medical information and electronic medical records/systems.
• Ability to organize and prioritise work as required.
• Ability to adjust to changes.

High school diploma or GED required.

At least one year of current call centre or multi‑line/automated system experience, preferably in a medical office setting.

Work is performed in an office environment and involves frequent contact with staff at times.

Requires prolonged sitting, some standing, bending, stooping, and stretching. Requires corrected vision and hearing to normal acuity. Requires eye‑hand coordination and manual dexterity sufficient to operate a telephone, keyboard, photocopier, and other office equipment.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.