Call Center Agent

Position Overview

Call Center Representative interacts with callers/patients by phone and other means of communication to schedule appointments, provide information, and deliver an amazing contact experience.

Key Responsibilities

• Self-motivated learner with a positive attitude, sense of optimism, ownership, and commitment.
• Properly greet callers, collect and/or provide information based on the purpose of the call and script requirements.
• Conduct outreach calls and general outbound calling.
• Assist callers/patients as needed, find solutions to questions, and provide an amazing contact experience.
• Willingness to come in and help people every day and get up to do it again tomorrow.
• Handle all aspects of patient appointment scheduling and referrals.
• Use proper language, grammar, and style in verbal and written communications.
• Understand basic health care industry terms (e.g. primary care, provider, benefits, HIPAA).
• Research information using available resources, reference FAQs and other information resources.
• Quick and accurate keyboard typing and effective mouse navigation.
• Respond to customer emails and other non-phone inquiries/communications.
• Complete any required data entry, call logging, and reporting.
• Possess working knowledge in an MS Windows environment, Email, Online/Electronic Forms, and Websites.

Required Qualifications

• High school graduate or equivalent required.
• Bilingual - English/Spanish strongly preferred with the ability to read, write, interpret, and disseminate information.
• Medical Assistant experience or clinical office support experience highly preferred.
• Customer service oriented.
• Pleasant, professional, and articulate phone voice.
• Ability to handle multiple incoming callers/patients, tasks, and responsibilities.
• Strong verbal and written grammar skills.
• Accurate keyboard typing, data-entry, and mouse navigation skills.
• Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites.
• Basic knowledge in subjects such as math, alphabetical or numerical filing may also be required.
• Patient scheduling experience.
• Strong knowledge in Medical Terminology.