Call Center Agent

Call Center Agent# Call Center Agent Toms River, NJ## Overview Salary Range $18.00 - $18.00 Hourly Position Type Full Time Job Shift Any Travel  Percentage None## Description
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* Position Summary:

** The Call Center Representative is the liaison between Certified Dermatology and its current and potential customers/patients.  The role responsible for answering all incoming calls and emails, fielding customer/patient questions and complaints, scheduling appointments, obtaining all necessary demographic information, directing calls to other departments as needed, and keeping customer/patient satisfaction at the core of every decision and behavior.
** Essential Accountabilities:
*** Schedules appointments for patients:  + Answers telephone promptly and in a polite and professional manner.  + Obtains and enter accurate demographic information in Care Cloud (address, telephone number, name of insurance or self-pay status).  + Schedules appointments correctly by reviewing appointment date, time, location, and provider name with caller.  + Informs caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).  

+ Reminds caller of cancellation/no-show policy.  + Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.  + Ensures all voicemails are answered immediately.  + Follows-up with callers on complaint/question status, ensure resolution.
* Acts as a liaison for the patients and the Practice locations:  + Directs calls to other departments as needed.  + Uses sound judgment in handling calls, especially with upset patients.  + Understands when to escalate calls to Providers.
* Services patients:  + Makes reminder calls as requested.  + Makes calls to reschedule appointments when necessary.  + Aids with mailings and other projects as call volume permits.
* Other related duties as assigned by supervisor or manager.
** Education/

Experience:

*** High School or GED required.
* Associate Degree or related healthcare certification, preferred.
* One year of experience in customer service and/or related clinical environment.
* Working knowledge of medical terminology.
* Bilingual in Spanish helpful.
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* Qualifications:

*** Ability to handle confidential and sensitive information.
* Ability to communicate effectively on the telephone.
* Familiarity with CRM systems, a plus.
* Excellent interpersonal communication skills.
* Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
* Ability to handle a “call center” environment: work quickly and multi-task.
* Ability to exercise good judgment to handle calls appropriately.
* Ability to demonstrate good customer service.
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* Physical Requirements:

*** Position involves long periods of sitting, heavy data entry and heavy telephone work.
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