What are the responsibilities and job description for the Call Center Representative position at COFMC?
Job Title: Call Center Representative
Department: Patient Services
NATURE OF POSITION: The position will manage large amounts of inbound calls in a timely and professional manner. The Call Center Specialist will answer phone calls and ensure accurate scheduling of patients, forward notes to the nurses, and triage calls to forward to the appropriate discipline. The operator will maintain patient confidentiality and abide by Central Oklahoma Family Medical Centers’ policies and procedures.
MINIMUM QUALIFICATIONS:
- High School graduate or equivalent; required
- Must be at least 18 years of age
- Medical/Dental Office Experience; preferred
- Knowledge of customer service practices and principles
- Customer Service Experience; preferred
- Superior listening, verbal, and written communication skills
- Ability to work and communicate with a multidisciplinary healthcare team and the public
- Basic computer skills; required (date entry and typing skills)
- Phone etiquette
- Ability to multi-task
- Able to sit for extended periods of time
CLASSIFICATION: Non-Exempt
SUPERVISION RECEIVED: Lead Patient Services Supervisor
- Schedule appointments
- Answer calls in a professional and courteous manner
- Directs calls as appropriate
- Take calls and provide accurate, satisfactory answers to questions and concerns, provide patient support, and deescalate dissatisfied patients
- Process payments
- Maintaining records and accounts
- Post daily payments
- Participate in agency-sponsored staff training events
- Protect the confidentiality of patients and their records at all times by complying with the clinic’s Patient Confidentiality and HIPAA policies and procedures
- Keep workspace neat and organized
- Maintain a professional demeanor
- Exhibits a positive attitude and a commitment to the mission of the organization
- Exhibits caring qualities consistent with the values of COFMC
- Exhibits awareness of cultural factors and shows competence in reducing barriers to the provisions of health care services
- Adhere to policy and procedure
- Addresses patient complaints as outlined in patient complaint resolution
- All other duties as assigned
