What are the responsibilities and job description for the Call Center Representative position at Phelps County Regional Medical Center?
Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri.
No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family.
General Summary
- The Call Center Representative schedules patient appointments, assists operations manager with training and mentoring new staff, maintains and updates all contact information, makes next day patient appointment calls, discusses patient outstanding account balances to assist the medical group business office, and duties as assigned to Level I agent.
Essential Duties and Responsibilities
- Assists with operations of the call center to build, support and maintain patient satisfaction and loyalty and to increase the number of patient appointments to the medical group through enhanced customer service, customer relationship management, and technology utilization.
- Ensures a professional, positive company image is projected through phone interactions.
- Handles distressed callers with patience and understanding.
- Resolves problems by clarifying patient's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction, and escalates to operations manager when needed for resolution.
- Contributes to team effort by accomplishing related results as needed.
- Updates job knowledge by participating in educational opportunities.
- Enhances the organization’s reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.
- Keeps printer/fax equipment operational by following established procedures; reporting malfunctions.
Education
- High school diploma or equivalent required. Prefer graduate of an accredited medical receptionist or similar program, or two years in a health care or customer service setting.
Work Experience
- Two years working in general medical office or call center experience required. Clinic experience preferred.
Certification/License
- Medical secretary or other medical technician/specialist certification by an accredited program preferred.
Mental/Physical Requirements
- May be met with appropriate accommodations if deemed necessary): Ability to receive and express detailed information through oral communications, visual acuity, and the ability to read and understand written directions. Ability to work and function with distraction in Contact Center setting. Excellent computer skills. Minimum typing skills of 60 wpm. Knowledge of medical terminology preferred. Knowledge of staffing/scheduling preferred. Occasionally lifts and transports items weighing up to ten (10) pounds. Ability to safely operate an automobile.
Working Conditions
- Typical call center setting, working closely with patients, providers, and staff (clinical and support staff).
At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care.
