The Call Center Representative is the liaison between Certified Dermatology and its current and potential customers/patients. The role responsible for answering all incoming calls and emails, fielding customer/patient questions and complaints, scheduling appointments, obtaining all necessary demographic information, directing calls to other departments as needed, and keeping customer/patient satisfaction at the core of every decision and behavior. This position is on-site at our Toms River location!

Essential Accountabilities:

• Scheduling appointments for patients:
  • Answer telephone promptly and in a polite and professional manner.
  • Schedule appointments correctly by reviewing appointment date, time, location, and provider name with caller.
  • Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
  • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
  • Ensure all voicemails are answered immediately.
  • Follow-up with callers on complaint/question status, ensure resolution.
• Act as a liaison for the patients and the Practice locations:
  • Direct calls to other departments as needed.
  • Use sound judgment in handling calls, especially with upset patients.
  • Understanding of when to escalate calls to Providers.
• Service patients:
  • Make reminder calls as requested.
  • Make calls to reschedule appointments when necessary.
  • Provide assistance with mailings and other projects as call volume permits.
• Other reasonably related duties as assigned by supervisor or manager.

Education/Experience:

• High School or GED required.
• Associate 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.

Qualifications:

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Familiarity with CRM systems, a plus.
• 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.