What are the responsibilities and job description for the Call Center Representative position at Virginia Physicians For Women?
Description:
VPFW is looking for a full time Call Center Representative to serve as first point of contact for incoming calls. Identifies and resolves patient needs, provides information and patient appointment scheduling services. Make outbound calls for rescheduling appointments. The call center department is located onsite at our headquarters office - 1212 Koger Center Blvd.
Requirements:Essential Functions:
- Responds to a large volume of telephone and email inquiries from patients, responding to changes in the work schedule as necessary.
- Provides a variety of customer service to make appointments, change and reschedule appointments.
- Retrieves messages from voicemail.
- Regular and predictable attendance.
Knowledge Skills and Abilities:
- Demonstrates good listening skills and the ability to ask probing questions, understand concerns and overcome objections.
- Presents a professional demeanor in communicating information for patients while developing a rapport with patients.
- Assesses inquiries with good judgment and communication to assure the most appropriate response.
- Ability to solve patient problems, treat patients with dignity and respect, and respond quickly to patient needs.
- Maintains a high level of understanding of current physician preferences.
- Maintains accurate practice data for reference in communication to patients.
- Demonstrates proficiency in medical terminology and medical software.
- Ability to crossbook and schedule multiple appointments across all lines of business.
Education and Experience:
- Previous customer service or call center experience required.
- Previous medical office experience preferred.
- Bilingual preferred, but not required
- High school diploma or equivalent.
