What are the responsibilities and job description for the Call Center Representative position at Westchester Medical Center Health Network?
Job Summary: A Call Center Representative is responsible for answering phone calls to the COVID Call Center or APS Service line Call Centers to meet the needs of patients regarding scheduling, updating/requesting pertinent information and act as a liaison in reporting any patient suggestions to management. # # Responsibilities: Verifies and updates current patient information (demographic, financial, and clinical) in Cerner. Schedules future appointments based on procedure type, time requirements, and provider schedules. Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately. Utilize triage system for all patient care related calls, in accordance with triage procedures. Work with practice staff to communicate patient requests and questions escalating when necessary to practice leadership Create correspondence to patients who failed to keep appointments in accordance with policy and provider request. Provide patient test results when appropriate and under the direction of the medical staff. Accept and directs deliveries of medical/office supplies and mail. Perform general office duties, such as document preparation, scanning, mailing, and filing. Maintains a professional appearance and a clean, safe environment. Respects patients by recognizing their rights; maintaining confidentiality. Utilizes technology, including specialized software as applicable, to maximize productivity. Develops and maintains electronic files as necessary. Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties. Other duties as assigned. # # Qualifications/Requirements: Experience: Minimum of one (1) year of call center and customer service experience preferred. Education: #High school diploma or equivalent required. Associates degree from an accredited institution preferred. # Licenses / Certifications: # # Other:# Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office (Outlook, Word, Excel, and Power Point). #
