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Nurse Navigation Call Center Representative
1 month ago
More Information about this Job:
Call Center Representative
*ON-SITE in Lewisville, TX
Starting Pay $17.40
JOB SUMMARY:
Reporting to the Communications Manager, this position is a key contributor to departmental success by executing outbound follow-up calls in our Nurse Navigation Communications Center. This call representative will reach out to patients to survey their experience utilizing our services. This employee will also coordinate non-emergency transportation for our patients to be seen outside of our virtual care service options.
KEY RESPONSIBILITIES:
Basic Expectations
Acts with integrity and honesty and promotes company and departmental mission and values.
Adheres to all company and departmental policies, procedures, and protocols.
Ensures all governmental, regulatory and accreditation standards are met.
Maintains regular attendance and consistent punctuality to all shifts, meetings and trainings.
Has basic medical knowledge and vocabulary to include diagnoses, medications, abbreviations, etc. Achieve Results
Acts as a key component of patient care during follow-up to promote positive customer relationships.
Ensures compliance with communication center performance standards, interaction and call quality, overall productivity, and key performance metrics.
Collaborates with other team members to improve customer interactions and patient satisfaction scores.
Efficiently and accurately manages ride requests and ensures coordination between drivers and patients/riders. Operational Excellence
Exceptional customer service and high-quality standards in all interactions with patients.
Communication and professionalism: Maintains a composed and courteous throughout patient interactions. Utilizes active listening and clarity when speaking.
Documentation and record keeping: Accurately and thoroughly document customer interactions to facilitate further follow-up, as well as for reporting and future reference. Adheres to established scripts.
Time and task management: Collect customer feedback while ensuring adherence to average handling time targets.
Ensures all necessary data, patient information, and outcome measurements are properly collected, reported, and maintained consistent and compliant with associated policies, procedures, laws, and regulations. Relationships
Builds and maintains positive working relationships with fellow Communications Center team members, patients and other customers. Other duties as assigned.
QUALIFICATIONS:
Critical Knowledge and Skills
Excellent verbal and written communication skills.
Typing proficiency and accuracy.
Active listening skills and clarity when speaking.
Patience, empathy and the ability to remain calm under pressure.
Strong computer skills and the ability to navigate multiple software applications.
Ability to work in a face-paced environment and handle high call volume.
Flexibility to work a rotating shift schedule, including evenings, weekends and holidays. Experience
A minimum of 1 year experience in healthcare is preferred.
A minimum of 1 year experience in a Customer Service/Call Center environment, interacting with and fulfilling the requests of customers is preferred.
Education
High School Diploma, GED, or equivalent
Working Conditions:
These hourly employees will work Monday - Friday, 8 hour shifts.
EEO Statement:Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
