CALL CENTER REPRESENTATIVE I

Position Overview

The Call Center Representative I will be responsible for handling evening inbound and outbound calls, scheduling appointments, providing information about clinic services, and addressing patient inquiries to resolve issues and concerns. This role ensures patient satisfaction, requires excellent communication skills, the ability to work independently, and a commitment to providing excellent customer service. This position will also include duties within the Health Information Systems (HIS) department. Schedule: 6pm - 3am. This position is full time, FLSA non-exempt, and not an OSHA high-risk position.

Key Responsibilities

• Answer and route incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to telephone etiquette standards.
• Manage inbound and outbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify patients’ needs, clarify information as necessary, research every issue, and provide solutions or alternatives.
• Build sustainable relationships and engage customers by taking the extra mile.
• Meet personal/team qualitative and quantitative targets.
• Schedule, reschedule, and cancel appointments for patients across all clinics and various specialties and departments.
• Conduct updates of demographic data for current and new patients.
• Verify and update patient insurance information and understand the insurances accepted by each clinic.
• Inform and refer patients to clinic services and programs.
• Handle Health Information Systems (HIS) tasks.
• Assist in outreach projects.
• Enter new customer information into the system.
• Follow-up on customer calls when necessary.
• Check cancellation line/voicemail.
• Check In Basket messages from MyChart and appointment request work queue.
• Respond to patient portal messages in a timely manner.
• Perform other job duties as required by manager/supervisor.
• Maintain a positive environment while working with coworkers and/or patients within a diverse culture.
• Provide excellent customer service to align with the organization’s vision and mission statement.

Required Qualifications

• Education: Completion of a high school certificate or equivalent required.
• Requirements: Ability to work in a fast-paced environment and multi-task.
• Requirements: Basic computer knowledge (Microsoft Office Suite).
• Requirements: Ability to work variable evening shifts and hours.
• Qualifications: Must be detail oriented.
• Requirements: Ability to relate to patients in a professional and courteous manner.
• Requirements: Must have required internet connection and bandwidth (1 GBmps) at employee’s home.
• Requirements: Must be able to fluently speak, read, and write English; fluency in Chinese (Cantonese and/or Mandarin) or Spanish is required.

Preferred Qualifications

• Qualifications: Prior telephonic customer service experience preferred.
• Qualifications: Prior experience in a healthcare setting preferred.