Call Center Representative

Core Responsibilities:

• Outgoing Lead Calls
• Incoming Call Answering
• Fill schedule with qualified appointments
• Pre-Education
• Calls/Texts/Emails

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Summary of Role:

The Treatment Scheduler will play a critical role in the success of the Practice and serves as the first, and lasting impression for our patients. Supports the Mission of: The medical education and treatment of hearing loss, tinnitus, and the associated cognitive impact and health risks.

The Treatment Scheduler is responsible for the genuine welcome and educational beginning into the practice. The Treatment Scheduler provides excellent communication with patients and spouses before and during treatment. The Outgoing Treatment Scheduler is also responsible for patient education and onboarding. The Treatment Scheduler may assist in following up with patients on recall for annual evaluations and other calls as deemed necessary by the treatment team.

The Treatment Scheduler will also make recommendations to the Operations Lead for any procedure or process that better serves the needs of the Practice and provides support whenever and wherever, as needed.

Professional and Personal Skills:

The Treatment Scheduler will have excellent interpersonal skills to maintain effect rapport with patients, spouses, doctor/provider, team members and the community. Effective verbal skills to communicate with patients and family. Ability to effectively provide hands-on, or telephone patient education.

The Treatment Scheduler follows direction and set standards in all areas as needed, makes reasonable sacrifices to ensure the success of the Practice, seeks ways to reduce costs and increase efficiencies, is dependable, knowledgeable and works well under pressure to bring structure to the chaos on incoming and outgoing phone calls.

This position is also in a support role for the Treatment team by monitoring and timely response to calls, emails, texts or letters to and from patients.

Top 5 skills:

• Consistent, positive and service oriented verbal skills utilizing established scripting for the making and receiving of all calls, with the ability to maintain a 91% answered call rate.
• Creates and maintains an environment that is welcoming and shows empathetic authority every time a patient communicates via telephone, email or social media. Ensures that patients never leave without agreement on the next step.
• Proven ability to maintain conversion rates with the skills to schedule treatment appointments that lead to new patient starts. Has the ability to reassure and overcome concerns/objections with knowledgeable responses that reassure potential patients.
• Consistent follow up and accurate scheduling of new, current and pending patients on a daily, weekly, monthly and quarterly basis.
• Accurate record keeping for chart entries, ensuring the patients concerns are addressed.

Key Performance Indicators:

• Opportunities Booked
• Updates Booked
• Lead Conversion rate
• Calls made per hour
• Missed Call Rate

Core Values:

Impact

Through excellent service we make an impact on our patients, their families, and our communities.

Disciplined

We do the things we say we are going to do, without exception. This dedication to discipline starts at the individual level. But we don’t just agree on the NEXT STEP; we pursue it through our actions.

Growth Oriented

PHC cannot grow if our team members aren’t serious about their own personal, professional, and financial growth. When we’re all in alignment about goals, opportunities, and area of improvement, we can all win. Our teams, our patients, our entire organization is poised to win when we approach our business with a growth mindset.

Results Driven

At the end of the day, we are a business. Our patients come to us with a problem and the service we offer provides them with a solution to deliver results.

Professionalism

Workplace professionalism is characterized by your attire, behavior, attitude, and communication. The definition of professionalism in the workplace also includes your timeliness, organization, and dedication.

A genuine commitment to the Vision, Core Focus, Core Values and Employee Handbook are essential.

This position is eligible for the goals and incentives bonus plan and each goal is as an integral part of the job description.

Job Types: Full-time, Part-time

Pay: From $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Sales: 1 year (Required)

Work Location: In person

Salary : $22