Call Center Representative

About Company:

Long Island Select Healthcare Inc. (LISH) is a comprehensive network of community health centers. We are a Federally Qualified Health Center (FQHC) that provides Article 16 and 28 clinic services at 8 locations across Suffolk County, New York. We are a multi-specialty healthcare provider caring for our community through Primary and Specialty Medical Care, Dental, Behavioral Health, Audiology, Physical Therapy, Occupational Therapy and Speech Language Pathology. We currently provide care to over 7,000 patients and have an annual operating revenue of $22m.

LISH is a forward-thinking, community-oriented organization! We are a certified NYS Patient-Centered Medical Home, with a mission to make a difference in our community. Our unique offerings include a robust Chronic Care Management program, Telemedicine & Virtual Care services and integrated Primary & Behavioral Healthcare.

About the Role:

The Call Center Representative plays a crucial role in ensuring customer satisfaction and loyalty by providing exceptional service and support. This position involves handling inbound and outbound calls, addressing customer inquiries, and resolving issues efficiently. Representatives are expected to maintain a positive attitude while managing a high volume of calls, ensuring that each interaction is handled with care and professionalism. The ultimate goal is to enhance the customer experience, leading to increased retention and positive brand perception. By effectively communicating and problem-solving, the Call Center Representative contributes significantly to the overall success of the organization.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably in a call center environment.
• Strong verbal communication skills and a friendly demeanor.

Preferred Qualifications:

• Associate's degree or higher in a related field.
• Experience with customer relationship management (CRM) software.
• Bilingual abilities in English and another language.

Responsibilities:

• Answer incoming calls and respond to customer inquiries in a timely and professional manner.
• Provide accurate information regarding products and services and assist customers with their needs.
• Document customer interactions and maintain detailed records of conversations and resolutions.
• Resolve customer complaints and issues by identifying the root cause and providing appropriate solutions.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Schedules appointments for patients:
  • Obtains & enters accurate demographic information into the EMR

  • Identifies client needs, clarifies information, research issues and
    provides solutions.

  • Identifies appropriate insurance as needed and re-verifies accordingly

  • Schedules appointments correctly, clearly documenting the reason for the

    appointment, verifies entered data coincides with appointments

  • Reviews appointment details with caller prior to hanging up

  • Updates patient registration/demographic info with new/terminated insurance policies, copay information

  • Makes reminder phone calls as requested

  • Reschedules appointments when necessary

• Processes new patient registration forms, HIPAA, privacy notice, and demographic forms.

• Communicates Sliding Scale policy to patients, requests documentation.

• All other duties as assigned by the Patient Services Management team.

Skills:

The required skills for this role include strong communication and interpersonal abilities, which are essential for effectively engaging with customers and addressing their needs. Problem-solving skills are utilized daily to identify issues and provide timely solutions, ensuring customer satisfaction. Attention to detail is crucial when documenting interactions and maintaining accurate records. Preferred skills, such as familiarity with CRM software, enhance the efficiency of managing customer information and tracking interactions. Bilingual skills can significantly improve communication with a diverse customer base, further enriching the customer experience.