Call Center Agent
4 weeks ago
1. Customer Service Interactions: Organization expectation is employees will exhibit good customer techniques and positive interactions with all patients, visitors and co-workers.
- Customer Service Complaints: Regularly exhibits good customer techniques in daily interactions with patients, visitors, and co-workers.
- Telephone Etiquette: Exercises proper telephone etiquette: Introduces self, identifies department, greets caller courteously. Ensures caller is routed appropriately and asks if there is anything further they need prior to ending the call.
- Professional Certifications and Continuing Education:Completes all required continuing education programs and in-services with prescribed time frames. Ensures certifications are current and are not allowed to lapse.
- Professional Demeanor: Contributes in a positive manner to the professional environment of the organization. Participates and provides input to staff meetings.
- Attendance: Maintains attendance and tardiness per organization policy.
- Paylocity clocking: Clocks in and out or records hours worked correctly.
- Dress Code:Adheres to organization and/or department dress code.
- Policy Adherence: Refers and adheres to appropriate policies and procedures in daily job performance. Seeks interpretation as needed. Maintains on-going review of all new/revised policies.
- Administrative Decisions: Accepts and supports administrative decisions.
- Cost controls: Controls costs and expenses by efficient management of departmental resources, elimination of waste, inventory control, charging, billing, coding and resource utilization.
5. Safety: Uses proper precautions to prevent injury to self or others. Reports any safety issues immediately to management. (May only score Does Not Fulfill Expectations or Meets Expectations)
60%
POSITION RESPONSIBILITIES
- Answers incoming phone calls in a timely manner.
- Accurate schedules patient appointments with appropriate providers.
- Collects patient demographics and insurance information in an accurate manner.
- Distributes incoming administrative correspondence in a timely and accurate fashion.
- Scheduling referrals to appropriate outside providers timely;
- Responds to requests from various departments regarding insurance, scheduling, and paperwork.
- Scheduling appointments with providers based upon patient call and need.
Requirements
MINIMUM EDUCATION REQUIRED
- High school diploma
- Customer service experience and office setting experience preferred
- N/A
- N/A
- Basic computer/typing skills; experience with Microsoft Office; experience with multi-line phones; ability to multitask
- Physical/Mental Requirements
- Ability to sit/stand for long periods
- Ability to visually and audibly perform all essential functions for timely responsiveness.
- Must be able to read, write, speak and understand the English language.
- Ability to make occasional judgments and respond to disasters or emergencies, actual events, or drills.
- Must have analytical and problem-solving capabilities.
- Must be able to deal with a variety of personalities with whom the employee comes into contact, both pleasant and irate.
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