Customer Service Agent

Job Summary

Alliance Medical Group
Customer Service Agent in the Call Center reporting to the Call Center Manager. The Agent answers a multi-line telephone, triages calls, schedules appointments, and takes messages. The Agent serves as a liaison between callers and medical support or other staff to facilitate smooth operations and promote quality patient care.

• Answers multi‑line telephone promptly and in a polite, professional manner.
• Schedules patient appointments correctly, reviewing date, time, location, provider name and informing the caller of items to bring, reminder of cancellation/no‑show policy, and early arrival.
• Obtains accurate patient demographic information and updates it in the computer system.
• Provides patient‑focused service and leaves a positive impression via answering questions, transferring calls, and taking thorough messages.
• Uses sound judgment in handling calls, especially with upset patients, and escalates to physicians, manager, or triage nurse as needed.
• Contacts patients to confirm, cancel, or reschedule appointments.
• Mails necessary forms to new patients for completion prior to appointment.
• Maintains operations by staying current on electronic health record, appointment scheduling systems, and office policies.
• Maintains patient privacy by keeping all information confidential.
• Performs automated functions within job responsibility.

• Strong phone and computer skills with working knowledge of medical office practice and procedures.
• Pleasant phone manner and superb verbal and written communication skills.
• 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 prioritize work as required.
• Ability to adjust to changes.

Minimum Requirements: High school diploma or GED. At least one year of current call center or multi‑line/automated system experience, preferably in a medical office setting.

Work performed in an office environment with frequent staff contact.

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

The above statements describe general nature and level of work. They are not exhaustive. Personnel may be required to perform duties outside normal responsibilities as needed.