Call Center Representative

Overview

At CJMC, we rely on knowledgeable professionals to interact with our patients who have questions or concerns regarding their medical care. Call Center Representative is responsible for providing effective customer service to patients, vendors, insurance companies and other medical facilities. Position requires excellent telephone communication skills, and a high level of skill in entering data into the computer while talking with patients. All employees of CJMC are responsible to perform their job practicing good risk management, quality assurance, and delivering excellent internal and external customer service in a professional and courteous manner.

Responsibilities

• Answering phones to respond to all inquiries made by patients, vendors, insurance companies and other medical facilities. Must be able to handle 100-200 incoming calls per day.
• Knowledgeable of scheduling practices and policies of several departments across the medical center.
• Re-scheduling patient appointments as required via telephone calls and written notifications to patients.
• Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in database.
• Taking clear and accurate messages on behalf of other departments.
• Responding to patient’s questions and needs by editing, canceling and re-scheduling appointment as necessary according to clinic protocols.
• Reviewing physician schedules regularly to maximize capacity and verify correct scheduling.
• Faxing medical records to facilities authorized to receive patient information.
• Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient.
• Inform callers of CJMC policies: timely arrival, bringing appropriate documentation to their appointment (insurance card, photo ID, discharge documents, forms), and cancellation/no show policy.
• Other duties as assigned.

Qualifications

• High school degree or equivalent required
• Bilingual Spanish Speaker is required
• Experience working in a call center or customer-support role or medical office preferred
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively
• Basic use of Microsoft Office Outlook, Word and Excel
• Minimum typing speed of 38-40 words per minute

 Physical Demands

Extended periods of sitting and typing are required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to perform a range of physical activities that are essential to the core work functions outlined in this document.

We are an Equal Opportunity Employer

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