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call center representative

3 months ago

Lorain, Ohio, United States Lorain County Health & Dentistry Full time
Position Title: Call Center Representative

Hours: Full-time, Monday - Friday, 8:30am - 5:00pm

PRIMARY PURPOSE

The Call Center Representative provides direct service to patients, providers, and other support staff. They are often the first and last person a patient interacts with at Lorain County Health & Dentistry and therefore play an integral role in managing the overall patient experience. Call Center Representatives are expected to work closely with providers and other staff members and function as a team player to meet and exceed the needs of the patient.

EDUCATION AND CERTIFICATION REQUIREMENTS
  • Must have a high school diploma or GED.
SKILL AND EXPERIENCE REQUIREMENTS
  • Previous experience as a receptionist, secretary, or call center representative in a medical setting is preferred.
  • Experience in patient scheduling preferred.
  • Must be able to demonstrate computer knowledge, including: basic Microsoft Office and the ability to navigate and manipulate multiple software applications in a single session.
  • Knowledge of medical terminology preferred.
  • Ability to maintain a calm and professional demeanor and communicate enthusiastically with patients.
  • Ability to be responsive in working with a culturally- diverse patient population.
  • Ability to independently coordinate multiple tasks.
  • Ability to work cooperatively with others.
  • Bilingual Spanish speaking is a plus.
ESSENTIAL FUNCTIONS
  • Answer phones and route calls and messages to providers and other staff members efficiently.
  • Schedule patient appointments in accordance with guidelines.
  • Update the Practice Management System (PMS) with accurate patient addresses, phone numbers, and insurance information.
  • Perform patient scheduling by completing accurate phone discussions to obtain demographic, insurance, financial and appointment related information.
  • Build positive relationships with internal and external customers/patients.
  • Prioritize and multi-task to meet the demands of a busy office, including answering a high-volume of phone calls.
  • Demonstrate professional phone etiquette and take complete and accurate phone messages.
  • Must maintain accurate records.
  • Comply with HIPAA guidelines as all times
PHYSICAL DEMANDS
  • Extensive use of computer and telephone.
  • Some lifting of supplies and equipment up to 50 lbs.
  • 20% walking or standing, 80% sitting at a desk.
  • Category II re: exposure to blood, bodily fluids, and communicable diseases.
BENEFITS
  • Excellent Training and Orientation Program
  • Paid Holidays
  • Generous Paid Time Off (PTO)
  • Health, Dental, and Vision Insurance
  • Prescription Coverage
  • Employer Paid Life Insurance
  • Employer Paid Short- and Long-Term Disability
  • 401(k) Retirement Plan
  • Giving back, outreach, and true advocacy to the patient community we serve.
Equal Opportunity Employer