call center representative

JOB PURPOSE:

The Call Center Representative is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment.

JOB RESPONSIBILITIES:

• Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor.

• Schedule patient appointments accurately using the organization's electronic medical record (EMR) system.

• Respond to patient inquiries regarding services, appointment availability, billing, and other general information.

• Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines.

• Verify and update patient demographic and insurance information during calls.

• Educate patients on healthcare services, office policies, and available resources.

• Document all patient interactions and maintain accurate call records in the appropriate systems.

• Document patient complaints and escalate complex issues to the appropriate department or supervisor.

• Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience.

• Follow HIPAA regulations to maintain patient confidentiality and data security.

• Achieve performance goals, including call quality, response time, and customer satisfaction metrics.

• Outreach to inquiring callers to keep them informed about their issues/request's status or resolution.

• Adhere to company and department policies and procedures.

• Adheres to all applicable compliance requirements and the Code of Conduct.

Weekly Hours: 40

Days: Monday to Friday

Hours: We have different schedules available between 8:00 AM to 8:00 PM EST

Location: Full time Remote

QUALIFICATIONS:

EDUCATION: Associate degree preferred or equivalent relevant call center years of experience preferred.

Additional Requirements:

• Able to pass a typing test with at least 40 WPM.

• Must be bilingual in English and one of the following languages: Spanish, Russian, Chinese, Bengali, Korean, Albanian, or a similar language.

• 1 – 2 years experience in customer service, quality, and/or auditing experience.

• Employee acknowledges that they have an alternative means of working in the event of a power and/or internet service outage, ensuring they are able to fulfill their job responsibilities without interruption.

• Excellent written and verbal communication skills.

• Ability to thrive in a fast-paced environment and meet assigned deadlines.

• Excellent organizational skills, accuracy, and attention to detail.

• Ability to operate both independently and collaboratively as required.

• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Physical Requirements:

Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:

• Sitting/Stationary positions – Duration of up to 6-8 hours a day for consecutive hours/periods of time.

• Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills (ie. typing, use of equipment, etc.)

• Sight/Visual Requirements – Must be able to read orders and type/write documentation, etc. with accuracy.

• Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from stakeholders and intake information through audio processing with accuracy. In addition, must be able to speak comfortably and clearly with language motor skills.

• Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Centerlight Healthcare Systems is based in New York and currently hires employees in states where we are registered to do business. At this time we are able to consider candidates residing in the following states:

• Alabama

• California

• Colorado

• Connecticut

• Florida

• Georgia

• Illinois

• Indiana

• Louisiana

• Massachusetts

• New Jersey

• New York

• North Carolina

• Ohio

• Oklahoma

• Oregon

• Pennsylvania

• Puerto Rico

• South Carolina

• Texas

• Utah

• Virginia

• Wisconsin