What are the responsibilities and job description for the Call Center Representative - Urology - 195 Collyer St. position at Brown Urology?

Job Description

GENERAL SUMMARY :

Effectively schedule patients into the practice management program respecting the scheduling guidelines for each provider and providing the utmost in customer service to our patients. Politely receive and generate phone calls for appointment requests and create complete patient accounts : demographic and insurance information. Highly organized in working referral lists to ensure timely scheduling of appointments.

Expert handling of patient issues with excellent customer service skills and patient confidentiality are mandatory.

ESSENTIAL FUNCTIONS :

Accurately register patients and schedule appointments following established schedule templates.
Manage large volumes of inbound and outbound calls in a timely manner.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Maintain proper record of all interactions with customers in EMR for tracking purposes.
Serve as a central link of communication between patients, medical staff and the general public.
Operate computer and IT equipment properly.
Keeps equipment operational by following established procedures; reporting malfunctions.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES :

High school diploma or GED.

Proficient in relevant computer applications.

Knowledge of customer service practices and principles.

Excellent data entry and typing skills.

Superior listening, verbal, and written communication skills.

The above statements are intended to describe the general nature and level of work performed by employees assigned to this job title. They are not construed as an exhaustive list of all job duties performed by the employees in this job.

Ability to handle stressful situations appropriately.

Ability to speak clearly and concisely.

Ability to read, understand and follow oral and written instructions given in English.

Bi-lingual is preferred but not required.

Ability to establish and maintain effective working relationships with customers (patients, physicians, coworkers, supervisor, etc.).

Ability to represent the organization and serve consumers in a professional manner and promote a positive image of the organization and its services.

Interpersonal skills necessary to deal effectively with patients, their representatives, and other personnel / coworkers.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS :

Conditions common to a clinical practice environment including potential exposure to communicable diseases, medicinal preparations and hazardous materials. Involves frequent contact with patients. Work may be stressful at times.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITY :

None.

EOE / F / M / Vet / Disabled

Brown Urology requires employees to be vaccinated against COVID as a condition of employment, subject to accommodation for medical exemptions.

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