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Call Center Representative

4 months ago

Lawrenceville, United States Advanced Urology Full time
Job DescriptionJob Description

Dr. Jitesh Patel started Advanced with one goal in mind – to do the right thing. We aim to continue that mission here every day. We know that our employees are what makes the difference in the care of our patients – and we always put our employees and our patients first.

Come work with a purpose and with colleagues who care about you. Grow to your full potential and enjoy the reward of providing compassionate and personalized healthcare.

What we offer:

  • A great place to work
  • Dedicated to work life balance
    • Great hours Monday-Friday (NO nights, NO weekends, NO holidays)
    • Paid time off that increases with tenure
  • Committed to growth and development:
    • Education programs that include tuition, certification and license reimbursement
    • Cross training programs for OR RNs and Medical Assistants
  • Passionate about our employees:
    • Employee appreciation and years of service programs
    • Health, dental, vision, life, disability and 401(k)
    • 8 weeks paid maternity/new mother’s leave program
  • All over Metro Atlanta With 15 locations in metro Atlanta, we are sure to have something close to home

What we look for:

  • Driven by a desire to make a difference.
  • Passionate for providing superior healthcare
  • Committed to serving our patients
  • Dedicated to teamwork
  • Positive, Innovative, and Resourceful

MISSION

The Patient Representative I is responsible for assisting patients by navigating communications and processes related to access to care and clinical management, while effectively working with departments across the organization. They serve as the first point of contact and take ownership of patient requests to deliver an excellent patient experience.

OUTCOMES

  • Accurately identifies and responds to the patients needs with an appropriate sense of urgency and enthusiasm.
  • Using excellent customer service skills, communicates in an effective and professional manner across all modalities.
  • Ensure optimal customer service by utilizing provided feedback to enhance patient experience.
  • Utilize departmental and interdepartmental resources to determine appropriate actions required in order to satisfy patient need.
  • Adequately communicate through various electronic sources including, but not limited to, Electronic Medical Record (EMR), email, and online chat platforms.

COMPETENCIES

Job Related Competencies:

  1. Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  2. Demonstrates Self Awareness: Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
  3. Resourcefulness: Securing and deploying resources effectively and efficiently.
  4. Tech Savvy: Anticipating and adopting innovation in business building digital and technology applications.

Cultural Competencies:

Advanced Values:

  1. People
    • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
  2. Heart
    • Patient Focus: Building strong patient relationships and delivering patient centric solutions
  3. Service
    • Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity
  4. Excellence
    • Cultivates Innovation: Creating new and better ways for the organization to be successful

Behaviors:

  1. Being Resilient:
    1. Rebounding from setback and adversity when facing difficult situations
  2. Self-Development:
    • Actively seeking new ways to grow and be challenged using both formal and informal development challenges
  3. Optimizes Work Processes:
    • Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
  4. Professional Communication:
    • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences, while maintaining a professional appearance and tone

QUALIFICATIONS

Basic Qualifications:

Education:

  • High School Diploma or GED

Previous, Job Relevant Work Experience:

  • 2 years of recent customer service experience, involving direct interaction with customers
  • Typing Speed: 50 Words Per Minute, minimum

Preferred Qualifications:

Previous, Job Relevant Work Experience:

  • 3+ years of customer experience
  • Working experience in call center setting
  • Working experience in healthcare setting
  • Working knowledge of healthcare insurance benefits
  • Fluent in Spanish