Annapolis, Maryland
Call Center Representative Job Opening in Annapolis, Maryland - The ideal candidate will be capable of performing all the duties of answering incoming calls, making outbound calls, scheduling consultations, confirming consultations, managing schedules, participating in and conducting training modules. The Call Center Representative will be able to trouble-shoot technology issues, manage an escalated call, and perform special projects. Exceptional customer service skills, professionalism, and communication skills, both written and verbal. Minimum of one year previous experience in a healthcare environment and knowledge of medical terminology required.
Must be available to work in ALL office locations. Shift "A" will work 7:55 am - 5:00 pm, M-F & available evenings and weekends. Shift "B" will work 11:30 am - 8:30 p.m. & available weekends. Must be flexible with rotating work schedules.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Answer incoming customer phone calls from a multi-site medical practice and take appropriate action for each call. * Answer telephone promptly and in a polite and professional manner. * Use company policies to determine if there can be an immediate resolution to a patient issue or if that issue requires managerial in-put. * Obtain and enter accurate demographic information into EHR. * Schedule appointments accurately and review appointment date, time, location, and provider name with each caller. * Take messages from our multi-line voicemail system and in-put into a phone message accurately and with detailed information. * Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization. * Act as a liaison for the patients and the practice. * Use sound judgment in handling calls. * Develop an understanding of when to escalate calls to manager or triage nurse. * Make calls to reschedule appointments or reminders, as needed. * Maintain professional and courteous relationships and highest level of customer satisfaction. * Other reasonably related duties as assigned by supervisor or manager.
QUALIFICATIONS
High School Diploma or equivalent. Associate's Degree or related healthcare certification preferred.
One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology. Bilingual in Spanish helpful.
Must be a Team Player with a strong ability to build Team Morale
Two years experience on multi-line phone system required * Strong verbal communication skills, ability to multi-task and can pay close attention to detail is a must. * Knowledge of Medical Insurance Plans and Payment policies and procedures * * Handle confidential and sensitive information. * Communicate effectively on the telephone. * Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds. * Ability to handle a "call center" environment: work quickly and multi-task. * Ability to exercise good judgment to handle calls appropriately.
Must be available to work in ALL office locations. Shift "A" will work 7:55 am - 5:00 pm, M-F & available evenings and weekends. Shift "B" will work 11:30 am - 8:30 p.m. & available weekends. Must be flexible with rotating work schedules.
Job Type: Full-time
Required education:
High school or equivalent
Required experience:
customer service: 1 year
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