What are the responsibilities and job description for the Call Center Representative position at McLaren Health Care Corporation?
Position Summary:
The role of the Call Center Representative is to manage incoming and outgoing calls in a friendly, professional and compassionate manner. The Call Center Representative must strive to resolve calls efficiently and satisfactorily with minimum follow-up required.
Essential Functions and Responsibilities:
- Answer and/or make calls to patients efficiently and accurately to address their needs, concerns or other issues, ensuring that patients feel supported and valued.
- Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Understand and strive to meet or exceed Call Center metrics while providing excellent consistent customer service.
- Resolve inquiries during the call; send Communications Center Messages for assistance toward resolution only when absolutely necessary.
- Utilize software, databases, scripts, and tools appropriately.
- Maintain a warm and welcoming practice environment.
- Manage appointments, including scheduling.
- Operate office equipment and report any malfunctioning equipment via Service Ticket
- Check regular email and Messaging System at least once daily.
- Adhere to policies and procedures of all relevant outside regulatory agencies such as HIPAA, OSHA, PCMH and the Centers for Medicare and Medicaid Services
- Follow established McLaren Medical Group's Administrative, Personnel and Clinical Policies, Procedures, Workflows and How-To's to ensure efficient, effective, high quality patient care.
- Maintain patient confidentiality.
- Perform all other duties as assigned.
Required:
· High School Diploma or GED
· Minimum 6 months of Patient Access, Medical Billing or Customer Service work experience
Equal Opportunity Employer of Minorities/Females/Disabled/Veterans.
Additional Information- Schedule: Full-time
- Requisition ID: 24008035
- Daily Work Times: 8:30am - 5:00pm
- Hours Per Pay Period: 80
- On Call: No
- Weekends: No
