Call Center Representative Day Shift

Position: Call Center Representative | Full-Time, Day Shift
## Call Center Representative | Full-Time, Day Shift Apply locations:
Phelps Health Hospital time type:
Full time posted on:
Posted Yesterday job requisition :
JR103778
** Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri.
** No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family.
** General Summary
*** The Call Center Representative supports accessibility of care by scheduling appointments, providing information, and assisting with patient questions and requests. The role delivers services with compassion, respect, and a focus on patient experience while ensuring accurate documentation and consistently meeting productivity and quality standards. Effective communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced call center environment are required.
** Essential Duties and Responsibilities
*** Answers incoming calls promptly; documents, processes, and routes messages and requests appropriately.
* Assists patients with scheduling and provides accurate information while delivering compassionate, respectful service.
* Serves as a professional representative of the organization through phone, electronic, and written communication.
* Contains accurate and complete patient records and documentation in electronic systems to support continuity of care.
* Receives, interprets, and communicates detailed information clearly to ensure accurate scheduling and follow-through.
* Resolves patient questions and concerns by identifying needs, providing solutions, and escalating issues to the Operations Manager as needed.
* Uses de-escalation and service recovery techniques to support distressed or dissatisfied callers and maintain patient satisfaction.
* Supports call center performance goals and participates in ongoing training/mentoring while maintaining confidentiality and HIPAA compliance.
** Education
* ** High school diploma or GED required.
* Post-secondary education in a healthcare or related field preferred.
** Work Experience
*** Customer service experience is required, at least two years in a call center or general medical office setting preferred.
** Mental/Physical Requirements
*** Ability to sit for extended periods and use a telephone and computer workstation.
* Ability to receive, comprehend, and express detailed information through oral communication and written materials.
** Working Conditions
*** Typical call center environment with frequent interaction with patients, providers, and clinical and support staff.
* Work is performed in a setting with frequent distractions and a moderate to high volume of incoming calls.
* Prolonged periods of sitting and continuous telephone and computer use.
* At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care.
* #J-18808-Ljbffr