Call Center Representative

Title: Call Center Representative

Department: Operations

Status: Non-Exempt

Position Classification/Category: Operations

Level: N/A

Location: Assigned Clinic

Hourly Pay Range:

Reports To: Call Center Supervisor

Direct Reports: N/A

Summary of Position

The Call Center Representative (CCR) is responsible for providing high quality service to all individuals that contact our office via telephone or the internet. The CCR ensures that all patients receive access to care and information via telecommunications and online methods, as appropriate. The CCR assists the supervisor and/or Operations Manager with a variety of general office activities and may be asked to assist in various front desk operations among all sites when necessary. The CCR will assist with patient requests, all incoming communications to the Center, scheduling patient appointment requests, call routing, outbound contact initiatives, and screening incoming communications all while ensuring the delivery of excellence in customer service.

Minimum Qualifications

• Experience: Minimum one year working in a medical office preferred. Minimum of 1+ years of in a call center. Experience in working in a community-based health care setting is a
• Additional skills required: Knowledge of medical terminology. Familiar with basic computer operations. Good verbal and written communication skills in English and the specified language(s).
• Additional skills preferred: Strong customer service skills and superb telephone Bilingual preferred.

Education: High School diploma and post High School course work in medical terminology required; college degree with emphasis on language skills preferred.

Physical Requirements:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job.

• Repetitive movement of hands and fingers -typing and/or
• Talk and

Key Responsibilities

• Assist with appointment scheduling and confirmation
• Participate in and assist with targeted patient recruitment
• Attend staff meetings and participate in monthly staff training
• Respond to patient needs immediately, responsively and
• Pleasantly and promptly answer all inbound phone
• Correctly utilize the Practice Management Software, including proper entry of patient information, scheduling, insurance information, and other financial information.