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Call Center
3 months ago
**Position Summary**:
**Centralized Schedulers - Call Center **has a goal of answering calls, resolving issues, **with the goal of 90% of calls being completed in the call center (rather than being transferred)** and transferring to the correct departments. Responsible for handling a high volume of customer service telephone inquiries with the highest degree of courtesy and professionalism.**:
**Essential Functions**:
- Promptly sign into the phone queue at the beginning of the day and after lunch hour.
- Always answer incoming telephone calls in a timely and professional manner
- Accurately schedule adult and pediatric patient appointments (Create a chart for new patients)
- Verify and update patient demographics
- Appropriately educates patients on Heart City Health Center’s (HCHC’s) policies as necessary, such as income verification requirements, No Show Policy, and accepted insurance carriers (Medicaid, Medicare, etc.)
- Collect payments, and set up payment arrangements
- Address urgent matters immediately when indicated
- Transfer callers to appropriate personnel
- When appropriate, add a patient case to the electronic medical records system
- Adheres to Heart City Health Center’s policies and standards regarding HIPAA and other privacy issues
- Other duties as assigned
***Knowledge, Skills, and Abilities**:
- Experience working in a high-volume clinic call center preferred
- Excellent communication skills; active listening as well as written and oral comprehension/communication skills;
- Gives full attention to what individuals are saying, understands the point being made, asks appropriate questions to understand the situation(s) better, and repeats information to ensure understanding.
- Excellent customer service skills; actively seek ways to assist individuals within the scope of assigned duties.
- Good computer skills; Windows, Outlook, Word, and Excel; EMR exposure helpful
- Cultural diversity awareness and skills; respects all people regardless of race, nationality, or social standing
- Ability to build and maintain effective working relationships with co-workers, providers, managers, patients, and vendors
- Ability to work independently (self-motivating) and as a team member
- Problem sensitivity skills; empathetic/understanding
- Deductive reasoning and problem-solving skills
- Organized and detail-oriented
- Bilingual (English/Spanish) language skills are required
***Education, Experience, and Licensure**:
***:
- High School Diploma or equivalent (GED) required
- 1-2 years experience in a professional office environment; medical office experience preferred
***Physical Demands**:
***Must be able to sit for long periods of time
- Must be able to see and hear within normal range with or without correction device(s)
- Dexterity and hand to eye coordination as generally associated with operating office machines, computers, and telephones
***Work Environment**:
***Professional, fast-paced office work environment
