Job Summary The Call Center Agent is responsible for managing a high volume of incoming and outgoing calls, assisting patients and healthcare professionals, resolving concerns, and ensuring requests are handled accurately and promptly. The position requires excellent communication, customer service, critical-thinking, and multitasking skills. Key Responsibilities Call Management Handle a high volume of inbound calls and make outbound calls to existing patients. Screen calls to quickly identify the caller's needs and provide appropriate solutions. Assist patients, hospital staff, primary care provider (PCP) office staff, and other callers. Handle urgent calls and situations appropriately and efficiently. Follow established communication scripts when handling specific topics or situations. Ensure all service requests are addressed accurately and within appropriate timeframes.
Customer Service Provide a high level of customer service on every call. Use active listening, empathy, and professionalism when communicating with patients and colleagues. Maintain a positive, courteous, and helpful attitude. Use critical-thinking and problem-solving skills to resolve caller concerns. Handle diverse customer needs with professionalism and patience. Maintain a strong understanding of Tarlani's products and services.
Documentation & Tracking Create and maintain a patient satisfaction log, including complaints, compliments, and feedback. Maintain a call log and categorize calls based on their nature and purpose. Ensure all call-related information is documented accurately and consistently.
Reporting & Compliance Work with the IT Department to gather call center data and prepare call center dashboards and reports. Present reports and relevant findings to the Line Manager. Ensure compliance with Tarlani policies and procedures. Attend and participate in required in-service training. Follow all company policies and procedures. Perform other duties as assigned.
Knowledge, Skills & Abilities Strong verbal and written communication skills. Excellent phone communication and active listening skills. Strong customer service and interpersonal skills. Excellent problem-solving and critical-thinking abilities. Ability to exercise independent judgment and initiative. Ability to multitask, prioritize, and manage time effectively. Ability to work independently with minimal supervision. Ability to remain positive, professional, flexible, and adaptable in a fast-paced environment. Strong computer skills and proficiency with Microsoft Office, including: Microsoft Word Outlook Excel
Experience with Synergy EMR or other Electronic Medical Record (EMR) systems is a plus. Bilingual English/Spanish is preferred but not required.
Education & Experience High school diploma or equivalent required. Call center experience: 1 year preferred. Customer service experience: 1 year preferred. Minimum of 2 years of experience in a healthcare setting preferred.
OR Bachelor's degree from an accredited university in a health-related field, plus 1 year of healthcare experience preferred. Previous experience as a Call Center Coordinator is preferred.
Physical Requirements The position may require: Prolonged or frequent walking or standing. Ability to lift supplies and equipment. Frequent reaching, stooping, bending, kneeling, or crouching. Sufficient visual acuity and hearing to perform required job duties.
Position Details Job Type: Full-time
Pay: $17.00-$22.00 per hour Schedule 8-hour shift Day shift Evening shift Weekends as needed
Benefits
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