Call Center Nurse Bilingual

Job Title: Clinical Customer Care Agent

Job Summary: As a Clinical Customer Care Agent, you are responsible for triage of incoming calls from patients and assess needs, give appropriate clinical recommendations, and guide patient to appropriate level of care or resources. A representative of the Customer Care Team begins the patient experience. They are responsible for introducing the patient to the practice and creating a warm and friendly experience. A Customer Care Team representative demonstrates ambition to deliver excellent customer service through empathetic listening, problem-solving, and time management skills.

Essential Duties and Responsibilities:

• Handling inbound and outbound clinical/medical communication (phones, web inquiries, emails, SMS messages and any other form of communication) with patients/customers in a timely manner.
• Gathers necessary medical and demographic patient information and utilizes clinical expertise, and accurately enters into the electronic health record.
• Utilizes an automated set of clinical protocols, which guides the telephone interaction through a highly focused assessment and prompt disposition of the patient’s inquiry.
• When first call resolution cannot be attained, follows up with the patient until resolution is complete
• Expertly discusses procedures, products, services, specials and packages that are available
• Demonstrates empathetic listening around the patients concerns and questions
• Follows communication “scripts” when answering the phone
• Collaborates with other team members and departments to provide first call resolutions
• Review patient or client accounts, providing updates and information about billing, insurance, other account items
• Documents communications with patients/customers to ensure transparency between departments
• Takes ownership of everything within the scope of this role
• Demonstrates good use of time management
• Follows all policies and procedures set forth by the company
• Complete annual training
• Maintain patient, team member and employer confidentiality and comply with HIPPA regulations
• Perform other duties as assigned

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Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• What are your salary requirements? (provide numeric answer only)

Experience:

• Medical terminology: 1 year (Preferred)
• Customer service: 1 year (Preferred)

License/Certification:

• Certified Medical Assistant (Preferred)

Work Location: In person