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Patient Contact Center Representative

2 months ago

Tampa, United States VSP Retail, Inc. Full time

This is a Job Description for a Patient Contact Center Representative in Tampa, Florida.

Summary: The primary function of this role is answering all patient calls, listening to their concerns, and assisting and scheduling patient appointments.

Duties and Responsibilities: Manage large amounts of inbound calls in a timely manner. Follow company call guidelines when handling different types of calls. De-escalate situations involving dissatisfied patients, offering patient assistance and support. Verify patient insurance and benefits while having patients on the line. Schedule, reschedule, cancel, and confirm patient appointments. Notify the Patient Contact Center Supervisor of any issues that they may be experiencing with any calls. Inform Patient Contact Center Supervisor of any technical issues that arise within the workday. Perform all tasks assigned by Patient Contact Center Supervisor.

Requirements and Qualifications: Typically has the following skills or abilities: One to two years of administrative experience with at least one year providing Administrative support. Demonstrated ability to successfully perform multiple tasks in a fast-paced environment. Working knowledge of MS Office package. Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries. Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made. Excellent interpersonal and rapport-building skills. Ability to ask appropriate and relevant questions to identify customer needs. Proven problem-solving, negotiations, and decision-making skills. Ability to use appropriate discretion and judgment in applying customer/call handling guidelines. Ability to listen, process transactions and interact with customers simultaneously in a fast-paced environment. Fluent in Spanish and English.

An Equal Opportunity / Affirmative Action Employer.