CONTACT CENTER AGENT Location: Poughkeepsie Payrate:$19.00hr Schedule: Mon-Fri 9:30am-6:00pm Rotating Saturdays 8am-5pm Type: Temp Position Overview : The Contact Center Agent operates the Group’s Contact Center and provides routine information and directs calls to appropriate area. Essential Duties and Responsibilities : (including but not limited to the following)
Channels all incoming calls, routes calls to appropriate department and/or person.
Announces calls to physicians and executive staff.
Takes messages and processes them accordingly.
Knows physicians and staff schedules for all offices.
Has general information regarding insurance, schedule, procedures, and services provided by the Group.
Keeps log of physician telephone numbers, cell phones and pager numbers.
Responsible for taking consults called in by the hospital, physicians or service and relaying them to physicians requested.
Handles emergencies according to specified procedure.
Turns over calls to the answering service as per instructed.
Keeps answering service advised to covering physicians, physician telephone pagers and telephone numbers.
Confirms physicians’ daily appointments, checking information and updating when possible.
Maintains information and confidentiality.
Performs Related Work As Required. Performance RequirementsAdheres to all CareMount Medical Group’s policies and procedures including OSHA and HIPAA guidelines.
Knowledge of business office procedures.
Knowledge of Call Manager software and communication procedures.
Skill in operating a communications system.
Ability to read, understand and follow oral and written instructions.
Ability to speak clearly and concisely with a pleasant telephone voice.
Ability to handle stressful situations.
Ability to establish and maintain effective working relationships with patients, physicians, staff and the public. Typical Physical Demands:
Work requires sitting for long periods of time; also stooping, bending and stretching for files and supplies.
Occasionally lifting files or paper weighing up to 30 pounds.
Requires the use of office equipment, such as computer terminals, telephones and copiers.
Typical Working ConditionsWork is performed in reception area.
Involves frequent contact with patients, physicians, and staff.
Work may be stressful at times, interaction with others is constant and interruptive
Contact involves dealing with sick people.
QualificationsSuperior customer service skills
PC proficiency with Microsoft Office and Outlook
Self-starter with the ability to work independently Experience : One to two years of Contact Center experience preferably in a medical group. Education :
High School diploma or equivalent/GED