What are the responsibilities and job description for the Call Center Representative position at DCSS MANAGEMENT LLC?
Description:
Job Summary
The Call Center Representative you are the first point of contact between our current patients and potential new patients. You are responsible for handing patient inquires, scheduling appointment and ensuring a positive customer experience.
Essential Functions:
- Answering phone calls and making patient appointments
- The call center representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each call
- Notify management of any customer complaints
- Document conversations with each customer in our EMR system
- Processing payments via phone
- Verify/update patient information when scheduling a new patient or existing patient
- Check voicemails frequently throughout the day and return patient calls accordingly
- Conduct research to provide answers for customers to resolve their issues
- Work cross functionally with the practice management team to ensure accurate scheduling.
- Handle difficult situations tactfully
- Work incoming/ outgoing referrals
- Comply with HIPAA Requirements
- All other duties assigned ‘
Education, Skills, and Experience:
- High School Diploma or GED required
- 1-3 years of medical office experience
- Excellent Computer (basic competency, excel, email, etc.) and typing skills required
- Must demonstrate good oral, listening, and written communication skills in English and, if applicable, in Spanish or another second language.
- Ability to multitask, learns and assimilate new information and adapt to practice changes quickly.
- Exceptional organizational skills
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift a minimum of 15 pounds at times.
