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Customer Service Representative
2 months ago
Hawai'i Island Community Health Center
Position Title: Call Center Operator
Position Summary
The Call Center Operator (CCO) plays a crucial role in ensuring effective communication within the organization. Reporting to the Director of Clinical Operations and under the direct supervision of the Call Center Manager, the CCO is responsible for managing a multi-line phone system efficiently, directing calls to the appropriate personnel without delay. This position requires a professional demeanor and a commitment to providing exceptional customer service.
Key Responsibilities
- Handle a high volume of incoming calls promptly and courteously, ensuring a swift response rate in line with organizational standards.
- Provide accurate information to callers regarding available programs, services, and functions.
- Assist in scheduling, rescheduling, and confirming appointments for patients, ensuring all necessary information is collected and updated.
- Document call details accurately, maintaining records of patient interactions and inquiries.
- Demonstrate a positive and empathetic attitude towards callers, addressing their needs and concerns effectively.
- Identify urgent requests and direct them to the appropriate medical personnel.
- Maintain up-to-date knowledge of clinic services and community resources to assist patients effectively.
- Register new patients and update existing patient information to facilitate smooth operations.
- Participate in ongoing training to enhance customer service skills and operational efficiency.
Qualifications
To be successful in this role, candidates should possess the following:
- A high school diploma or GED, with at least six months to one year of relevant experience.
- Basic knowledge of office procedures and proficiency in using computers for data entry and information retrieval.
- Strong multitasking abilities and the capacity to work under the guidance of a manager.
- Effective communication skills, with the ability to interact with diverse populations and provide a pleasant experience for patients.
Personal Attributes
The ideal candidate will be a team player with high integrity, excellent customer relations skills, and the ability to maintain a respectful and professional demeanor at all times.
