Call Center Representative

POSITION TITLE: Call Center Representative DEPARTMENT: Patient Services

NATURE OF POSITION: The Call Center Representative will manage large amounts of inbound calls in a timely and professional manner. The Call Center Representative will answer phone calls and ensure accurate scheduling of patients, forward notes to the nurses, and triage calls to forward to the appropriate discipline. This position will maintain patient confidentiality and abide by The Clinic's (COFMC) policies and procedures.

MINIMUM QUALIFICATIONS:

• High School graduate or equivalent required
• Must be at least 18 years of age
• Medical/Dental office experience preferred
• Knowledge of customer service practices and principles
• Customer service experience preferred
• Superior listening, verbal, and written communication skills
• Ability to work and communicate with a multidisciplinary healthcare team and the public
• Basic computer skills; required (date entry and typing skills)
• Phone etiquette
• Ability to multi-task
• Able to sit for extended periods of time

RESPONSIBILITIES:

• Schedule appointments
• Answer calls in a professional and courteous manner
• Directs calls as appropriate
• Takes calls and provides accurate, satisfactory answers to questions and concerns, providing patient support, and de-escalating dissatisfied patients
• Processes payments
• Maintains records and accounts
• Participates in The Clinic's staff training events
• Protects the confidentiality of patients and their records at all times by complying with The Clinic's Patient Confidentiality and HIPAA policies and procedures
• Keeps workspace neat and organized
• Maintains a professional demeanor
• Exhibits a positive attitude and a commitment to the mission of the organization
• Exhibits caring qualities consistent with the values of COFMC
• Exhibits awareness of cultural factors and shows competence in reducing barriers to the provisions of health care services
• Adheres to The Clinic's policy and procedure
• Addresses patient complaints as outlined in patient complaint resolution
• Performs other duties as assigned

ORGANIZATION:

• Exhibits enthusiasm, a positive attitude, and professionalism in the workplace
• Handles personal conflict and works through it at the lowest possible level (first with party/parties involved, then if necessary, with 3rd party mediation)
• Displays a friendly manner and is easy to approach
• Maintains a neat, clean, well-groomed, appearance and dresses in accordance with the dress code policy
• Leaves personal problems out of the workplace
• Treats all co-workers with dignity and respect
• Abstains from gossip in the workplace
• Arrives on time and works through designated hours
• Completes tasks effectively, accurately and on time
• Demonstrates little or no absenteeism/follows leave guidelines
• Follows designated line of support
• Displays a willingness and flexibility to respond to unusual job-related demands
• Manages time well
• Recognizes and assists others in the work of the department, even though the work may be outside of regular duties
• Shares equally in the workload of the department
• Works cooperatively with all team members and departments
• Works independently requesting assistance from supervisor only as needed
• Abstains from criticizing the Clinic (COFMC), colleagues and supervisors
• Demonstrates loyalty to the Clinic (COFMC)COFMC, colleagues and supervisors
• Demonstrates support of the mission and vision of the Clinic (COFMC)
• Accepts and participates in cross training
• Takes initiative to identify skill development needs
• Performs other duties as assigned