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Call Center Support Representative

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Boca Raton, United States Glutality Full time
Job DescriptionJob Description

Call Center Coordinator / Practice Support

• The role of each call center coordinator is to handle high volume incoming phone calls while adhering to quality standards, by accepting ownership and effectively solving patients’ issues, complaints, and inquiries, and by keeping customer satisfaction at the core of every decision and behavior

This role will entail multi tasking within the call center to several of our practices.

Must be available to work in office full time

Bilingual: Spanish Preferred

Primary Responsibilities:

• Must be available to work in office full time.

• Take patient calls and provide accurate and satisfactory answers to their queries and concerns.

• De-escalate situations involving dissatisfied patients, offering patient assistance and support.

• Ensure accurate notes of all communications are recorded in the patient’s chart.

• Collaborate with other call center professionals to improve customer service

. • Manage large amounts of inbound and outbound calls in a timely manner.

• Answer telephone promptly and politely Utilizing software, databases, scripts, and tools appropriately.

• Obtain and enter accurate demographic information into EMR system.

• Schedule appointments appropriately to optimize patient satisfaction, provider time and most effective use of exam and treatment rooms.

• Identify patient’s needs, clarify information, research every issue, and provide reasonable solutions.

• Inform patient of items to bring to appointment (including insurance card, ID, and when necessary, referral/authorization).

• Meet and exceed personal and department objectives and metrics.

• Provide concierge level customer service while interacting with patients, referring offices, and team members over the phone, in person, or via electronic communication.

• Follow HIPAA regulations.