Medical Call Center Representative

General Description: The Call Center Representative will manage patient files, guide patients through a set schedule of appointments, and respond to phone inquiries promptly, professionally, and courteously.

Supervision Received: Reports to Call Center Supervisor

Essential Functions:

• Promptly answers, screens, and processes all patient and telephone inquiries with strict adherence to confidentiality agreements policies, and procedures.
• Provides information on New Hope’s services.
• Schedule patient appointments
• Collects and enters patient/vendor message information into the appropriate medical service software system (call center ticketing system). Documentation is to be concise, detailed, and accurate.
• Refers patients to the appropriate department when necessary.
• Navigate through the company’s computer systems to gather patient information, make notes, schedule appointments, etc.
• Provides accurate, valid, and complete information to callers
• Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Other duties and special projects are assigned by the team leader/management.

Education:

High School diploma

Experience:

• 1-year experience in a customer service environment.
• Basic Word processing, e-mail, calendar management, and data entry experience.

Preferred Qualifications:

• Bilingual in English and Chinese (Mandarin).
• Excellent interpersonal, conflict resolution, and communication skills (verbal and written),
• Self-organizational skills and time management complete multiple tasks within deadlines.