Call Center Rep (On-site) – Occupational Health

• Provides a communication link between patients and caregivers through the use of electronic protocols, facility information, personnel lists, and relevant department policies and procedures. Accepts incoming calls (internal and external) and assists each individual appropriately based on the expressed need of the caller. Thoroughly documents all call encounters utilizing on-line information systems at the time of the call.
• Provides support by answering non-clinical questions and resolving basic non-clinical problems. Assists in analyzing customer problems in order to resolve operating difficulties resulting in workable solutions. Provides callbacks or follow-up with customers as necessary in order to maintain a successful call closure. Refers technical issues/questions to more experienced staff.
• Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary. Updates financial responsibility and other data when changes or additions occur, and communicates to patients as appropriate.
• Identifies emergent calls based on information provided by caller and department guidelines. Follows the process for immediate transfer to Registered Nurse for triaging or appropriate more experienced staff for resolution. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.
• Participates in the evaluation of customer satisfaction including patients, caregivers and physicians. Asks clarifying questions, presents options or solutions, and escalates to more experienced staff when needed for resolution.
• Performs duties based on department needs including: faxing, updating logs and reports, assisting with entering, gathering, organizing, and compiling data for reports. Maintains appropriate records for documentation.
• Identifies additional projects, reports, etc., which may be beneficial to the department and initiates with the approval of the leader.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate.

Experience Required:

• Typically requires 1 year of experience in call center, healthcare or other applicable customer service related area.

Knowledge, Skills & Abilities Required:

• Knowledge of customer service/call centers.
• Basic knowledge of medical terminology.
• Basic understanding of computers and desktop software packages.
• Ability to work in a fast paced environment, handling a variety of customer/patient needs.
• Basic multitasking and problem solving skills, as well as organization and prioritization skills.
• Ability to use/manage a multiple-line telephone system.
• Demonstrated ability for analysis, logical thinking, accuracy and concern for detail.
• Strong verbal communication skills and ability to interact with a diverse customer population.
• Ability to provide excellent customer service and follow up. Ability to converse with customers/patients while researching and documenting the call on multiple systems.
• Ability to work with a variety of customers and actively listen to successfully determine the customer’s needs. Ability to resolve customer issues.
• Ability to work a variety of hours based on departmental business needs.

Physical Requirements and Working Conditions:

• Must have functional vision, touch, speech, and hearing.
• Required to sit a majority of the workday.
• Operates all equipment necessary to perform the job.
• Exposed to normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.