What are the responsibilities and job description for the Call Center Representative position at US Heart & Vascular?
US Heart and Vascular is in need of a full time Call Center Representative to join our team at Heartland Cardiology in Wichita KS.
Responsibilities and Duties:
- Schedule appointments for patients either by phone when they call or in person, appointments for new and existing patients, doctor-to-doctor line calls, physician offices, etc.
- Answer incoming calls in a timely manner. Route calls as appropriate.
- Serve as back-up to check-in/check-out due to staffing shortage and patient volume.
- Ensure accuracy of appointments, reschedules, follow-ups, etc., with minimal errors.
- Send appropriate testing appointments and patient paperwork on a timely basis.
- Promptly and professionally answer telephone calls. Route calls appropriately offering voice mail or redirection of calls as needed.
- Prevent, calm or defuse irate callers and patients by working with them to identify concerns and properly direct caller to appropriate person.
- Use computerized system to match physician/clinician availability with patient’s preferences in terms of date and time.
- Assist with maintaining scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
- Ensure that updates (cancellations, additions) are input daily.
- Communicate as needed with physicians/clinicians and other staff about patient concerns/issues related to scheduling. Consult with Clinic Supervisor about any system problems or concerns.
- Use customer service principles and techniques to deal with patients pleasantly and calmly.
- Assist with scanning duties as needed or during periods of downtime.
- Any other duties as assigned or requested.
Requirements:
- High School diploma or equivalent.
- Three years of scheduling experience.
- Knowledge of cardiology preferred.
- Pre-cert and referral knowledge helpful.
