Call Center Agent

REPORTS TO:
Assistant Vice President of Clinical Operations

FLSA STATUS:
Non-Exempt

POSITION STATUS:
Full-Time (Temporary)

3 - 6 Month assignment

SUMMARY OF POSITION:

The Call Center Agent will assist in presenting the “Face/Voice” of Company’s services to our current and potential patient populations. He/she will coordinate scheduling medical and MH appointments for all PC sites.

ESSENTIAL FUNCTIONS:

Answer all incoming external and internal calls.

Responsible for scheduling appointments for all clinic sites through the electronic health record.

Update patient demographics on the electronic health record as needed.

Perform outreach calls to patients who have missed their appointments and other outbound calls as needed for the health center.

Assist in some clerical aspects and support duties, which may include, but not be limited to, taking messages, and word processing

Assist with peer training for the development and support of new Call Center personnel to ensure their knowledge of the Company’s appointment availability, lines of business, services provided and other significant information delivered to patients.

Conduct calls according established to policy and procedure governing quality benchmarks; assist in CQI activities as needed

Act as a successful team member by being receptive to feedback and coaching

Follow all standard operating procedures and display reliability and have willingness to develop and consistently improve.

Provide coverage for other departments, i.e., front desk, as directed by manager

Performed other duties as needed.

The above is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of the job. It is not to be construed as an exhaustive statement of all the job functions.

EDUCATION/EXPERIENCE:

A minimum of two (2) years experience in a service-related function. Previous call center and /or healthcare customer service type position, previous team leader or supervisory experiences are a plus. High School diploma or equivalency required. Associate Degree preferred

Excellent communication and interpersonal skills; including but not limited to over-the-phone speaking voice and clarity.

Ability to utilize various computer systems, including but not limited to Microsoft Word, Excel and PowerPoint and company scheduling and intra-net systems; able to pass company minimum keyboarding tests.

Demonstrated organizational skills, timeliness is managing tasks and ability to analyze and forecast team needs based on volume trends identified.

Demonstrated ability to establish and maintain excellent customer and employee relations.

Demonstrated ability to motivate others and be a team player/leader.

Bi-lingual communication (verbal / written), a plus.

High School or better.

Equal Opportunity Employer
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