Clinical Call Center Representative

SUMMARY:

The Clinical Call Center Representative is responsible for providing exceptional customer service and support. This role will act as the first point of contact for callers, providing efficient customer relationship management. It will involve scheduling patient appointments, managing patient inquiries, and facilitating communication between patients and healthcare staff. This role needs to demonstrate strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high-stress environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Consistently applies the Brown Urology values of patient care with priority, dignity, collaboration, integrity, and quality in support of the Brown Urology mission to deliver compassionate, high-quality patient care. Responsible for knowing and acting in accordance with Brown Urology’s Code of Conduct and consistently practices Brown Urology’s Customer Service Standards.

• Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
• Provide accurate and relevant information to customers regarding medical products, services, billing and technical support.
• Maintain patient records and update them accurately in the EMR system.
• Elicit and record patient information and inquiries following established protocols.
• Provide information about healthcare services, confirm insurance details and route calls to appropriate healthcare staff.
• Resolve customer complaints and concerns in a timely and professional manner.
• Collaborate with other team members, as appropriate, to address complex customer inquiries.
• Stay updated with product information, medical terminology and industry regulations.
• Advocate on behalf of callers to ensure their needs are met and promote optimal patient experience.
• All other job duties as assigned within the scope of a call center representative.

BASIC KNOWLEDGE:

High school diploma or GED

Graduate of a Medical Assistant Program or demonstrated experience of a minimum of five years’ experience gained through prior employment.

Previous call center experience preferred.

Medical terminology knowledge

Knowledge of common safety hazards and precautions necessary to maintain a safe work environment.

Ability to communicate appropriately and effectively.

Ability to represent the organization and serve customers in a professional manner and the ability to establish and maintain effective, professional working relationships with patients, physicians, supervisors and peers.

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.

Employees are required to be vaccinated against Covid as a condition of employment, subject to accommodation for medical exemptions.

SUPERVISORY RESPONSIBILITY:

None

We value a diverse, talented workplace and seek colleagues who strive to better understand systemic barriers as it affects patient care and our academic institutions. Brown Urology welcomes nominations and applications from all individuals with varied experiences, perspectives, abilities, identities, and backgrounds to enrich our clinical, research, training and service missions.