Contact Center Specialist- Full Time

3 months ago

York, United States OSS Health Full time
Schedule:

Varied hours

7 am to 8 pm

JOB SUMMARY:

The Call Center Representative is responsible for efficiently processing all patient telephone calls according to the standards established by the organization (including but not limited to scheduling appointments, routing phone calls, answering general patient questions, etc).

QUALIFICATIONS AND EDUCATION:

Education:

•A high school diploma or its equivalent required.

Qualifications:

  • One year of office experience, preferably in the medical field, required, including a high volume of phone work.
•Must have basic computer skills, including Microsoft Office.

•Must have superior telephone and customer service skills.

•Must have excellent time management and organization skills, as well as the ability to prioritize tasks in a high-volume practice.

•Must have professional and effective verbal and written communication skills.

•Must be able to work both independently and as a member of a team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Registers, verifies and updates patient demographic and insurance information in the computer system.
  • Schedules appointments with the appropriate provider of services. Reschedules/cancels appointments as needed, documenting appropriately.
  • Answers telephones promptly, identifies self and directs calls as appropriate.
  • Retrieves and processes Answering Service, Referring Physician messages and on-line patient and PCP Consult requests on a daily basis.
  • Creates and distributes daily schedule of Providers.
  • Demonstrates flexibility in performing additional responsibilities that contribute to the improvement of patient care and the well-being of the Practice.
  • Participates in staff meetings, attending even when held outside of normal scheduled working hours
  • Provides coverage for other team members during absences.
  • Maintains an orderly and neat work area.
  • Trains and mentors less experienced representatives and/or new team members in the department.
  • Maintains a positive and professional attitude towards patients, co-workers and physicians.
  • Handles difficult situations tactfully.
  • Other duties as assigned.


SUPERVISORY RESPONSIBILTIES:

No direct reports.

LANGUAGE SKILLS:

Must be proficient in the English language, both verbally and written, in order to communicate effectively with patients, co-workers, physicians, vendors, and the general public.

PHYSICAL DEMANDS:

Light physical effort; some standing, walking, bending, reaching, stooping; manual dexterity to operate keyboard and other equipment; detail oriented; able to maintain a pleasant and courteous demeanor under all circumstances.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Climate controlled environment with occasional periods of being outside.

The above statements reflect the general duties considered necessary to describe the principle functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

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