Call Center Representative

PRIMARY FUNCTIONS: Under the supervision of the Patient Access Manager in conjunction with the Call Center Lead, receive calls from patients and help them with their appointment needs. Promoting ANHSI services by consulting, gathering information, and evaluating patient needs over the phone.

Demonstrates a sincere dedication and loyalty to the philosophy and mission of Neighborhood Health.

DUTIES/ RESPONSIBILITIES: (Essential Functions: Duties and responsibilities noted with bullets are considered to be the essential functions of the job).

• Greets patients as they contact the center by telephone.
• Schedule appointments as per established policies and procedures.
• Answer all incoming calls and route them to the appropriate staff as needed.
• Register all patients per registration protocols over the phone.
• Work closely with other departments on appointment scheduling and services offered to ensure smooth patient flow and cut down on waiting time.
• Respond to patients’ inquiries, requests, and disputes over the phone and route it to the appropriate department or staff.
• Explain the services available, payment categories, and billing procedures.

OTHER DUTIES:

• Assist with developing, coordinating and recommending changes for the improvement of workflow in the program or section area.
• May be assigned to various project lead roles to advance the development of the department and support ad hoc needs.
• Able to work under minimal supervision.
• Employee will be asked to perform additional duties and take on other responsibilities as dictated by events and circumstances.

QUALIFICATION/EDUCATION and/or EXPERIENCE REQUIREMENTS:

• High school graduate/GED with a minimum of 1-year one year of customer service experience in medical office settings.
• Ability to relate to patients through familiarity with medical terminology and triage procedure.
• Demonstrated ability to build and maintain good customer rapport.
• Ability to work under pressure.
• Excellent interpersonal communication skills and the ability to work effectively with a diverse workforce and client base.
• Experience with information technology, electronic health records, medical records, culturally diverse populations, and care of underserved populations.
• Knowledge of local healthcare environment.
• Ability to speak, read, and write in English or Spanish is desirable.