Call Center Representative

Title: Call Center Representative

Department: Operations

Status: Non-Exempt

Position Classification/Category: Operations

Level: N/A

Location: Assigned Clinic

Hourly Pay Range

Reports To: Call Center Supervisor

Direct Reports: N/A

Summary of Position

The Call Center Representative (CCR) is responsible for providing high quality service to all individuals that contact our office via telephone or the internet. The CCR ensures that all patients receive access to care and information via telecommunications and online methods, as appropriate. The CCR assists the supervisor and/or Operations Manager with a variety of general office activities and may be asked to assist in various front desk operations among all sites when necessary. The CCR will assist with patient requests, all incoming communications to the Center, scheduling patient appointment requests, call routing, outbound contact initiatives, and screening incoming communications all while ensuring the delivery of excellence in customer service.

Minimum Qualifications

• Experience: Minimum one year working in a medical office preferred. Minimum of 1+ years of in a call center. Experience in working in a community-based health care setting is a plus.
• Additional skills required: Knowledge of medical terminology. Familiar with basic computer operations. Good verbal and written communication skills in English and the specified language(s).
• Additional skills preferred: Strong customer service skills and superb telephone etiquette. Bilingual preferred.
  
  

Education: High School diploma and post High School course work in medical terminology required; college degree with emphasis on language skills preferred.

Physical Requirements

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job.

• Repetitive movement of hands and fingers - typing and/or writing.
• Talk and hear.
  
  

Key Responsibilities

• Assist with appointment scheduling and confirmation communications.
• Participate in and assist with targeted patient recruitment initiatives.
• Attend staff meetings and participate in monthly staff training sessions.
• Respond to patient needs immediately, responsively and compassionately.
• Pleasantly and promptly answer all inbound phone calls.
• Correctly utilize the Practice Management Software, including proper entry of patient information, scheduling, insurance information, and other financial information.
• Assist and train staff members to pleasantly and properly perform outbound patient communications for follow-up, rescheduling, and other initiatives as directed.
• Fill-in and assist in various roles, when needed.
• Follow all CRCHC policies and procedures, ensuring that CRCHC consistently operates in a high quality manner.
• Assist with maintaining continuous compliance with all industry standards, laws and regulations as promulgated by regulatory and accrediting organizations such as: BPHC, JCAHO, CLIA, OSHA, and State and Federal Governments, etc.
• Assist with other duties as assigned in support of Cabarrus Rowan Community Health Centers and its mission.
• Manage all inbound and outbound calls at the Call Center, integrating workflows with other support functions, and promoting CRCHC programs and services to the public, potential new patients and others, as appropriate.
• Deliver high quality customer service at all times, ensuring accurate patient information is captured during the registration process and complete patient insurance verifications.
• Assist with other front desk responsibilities as needed, including patient admission, registration, appointment scheduling, pre-certification, insurance verification and cashiering.
• Continuously strive to improve the quality and accuracy of CRCHC's patient personal information such as phone numbers, addresses, and demographics, by screening patient calls, confirming system data, and providing system warnings when inaccurate data is present.
• Ensure overall accuracy related to call distribution throughout the organization.
• Foster a positive and proactive work environment, emphasizing respect for individuals, high standards of quality, customer service, innovation and center-wide team work.
• Assist with emphasizing strong results orientation within the department by motivating peers, satisfying customer needs and achieving organizational goals.