Call Center Agent
6 days ago
Clínica Romero is seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our Front Office, you will be responsible for providing exceptional service to patients and external parties, ensuring a positive experience for all.
Key Responsibilities- Answering Calls: Respond to all incoming calls in a friendly, efficient, and empathetic manner, introducing the clinic and yourself by name.
- Call Management: Manage large amounts of inbound and outbound calls in a timely manner, verifying and updating patient demographic information into our Electronic Medical Record (EMR) system.
- Message Handling: Sort messages for departmental distribution, assist callers, and take messages to forward to corresponding personnel.
- Appointment Scheduling: Verify patient insurance coverages, communicate invalid coverage information, and perform PCP changes with patient authority.
- Communication: Respond timely to appointment requests, close patient channels if no follow-up is required, and pin other departments to messages depending on the request made by patients.
- Teamwork: Collaborate with other team members to effect change toward improvement of clinic services, review after-hours call logs, and assist with caller requests as needed.
- Confidentiality: Maintain patient and employee confidentiality regarding medical data information.
- Adaptability: Demonstrate a positive, proactive, can-do attitude in responding to customer needs, work cooperatively and effectively with colleagues, and assist in the training of new staff members.
- Education: High School Diploma or Equivalent
- Language Skills: Bilingual English & Spanish
- Computer Skills: Proficient in Microsoft products, including Outlook, and experience with EMR systems, preferably Epic
- Experience: Experience in a medical office setting, with excellent communication, empathy, patience, and technical knowledge
- Personal Qualities: Organized, flexible, thoroughness, dependability, attention to detail, and ability to work well under deadlines
- Physical Demands: Ability to move/lift up to 15 pounds and work evenings and weekends
- Background Check: Selected applicants are subject to, and must pass, a full background check
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