What are the responsibilities and job description for the Call Center Representative position at Zufall?
Welcome to Zufall Health!
Position Summary
The Call Center Representative uses their knowledge of health center services and policies to assist patients with scheduling appointments, complaints and / or problems and any other miscellaneous inquiries. They speak with patients / the public and listen to them to gain a better understanding of their needs and offer information and possible solutions. The Call Center Representative will handle a high volume of inbound calls and should always maintain a positive attitude with each caller. Most importantly, the Call Center Representative supports the mission and vision of the Zufall Health Center.
Essential Functions, Duties and Responsibilities
- Consistently adheres to all departmental policies and procedures and maintains compliance with all rules and regulations as required by Zufall Health, HIPAA, NJ state Ambulatory regulations, Medicare and Medicaid, and any other legal requirements.
- Conducts all aspects of the job in a professional and ethical manner.
- Works as a team with little supervision and uses available resources for problem resolution as indicated by circumstance or need.
- Maintains high level of confidentiality.
- Works collaboratively with team members to assure the optimal outcomes of care and service.
- Utilizes departmental resources prudently and appropriately.
- Uses communication methods that create and foster a positive image of the organization, upholding the values of Zufall Health Center.
- Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues.
- Always keeps Manager / Supervisor informed of work-related issues.
- Performs any additional duties as determined by Manager / Supervisor.
Specific Duties :
Interaction with Patients
Communication
Call Center Representative I and II
Call Center Representatives are hired as Call Center Representative I. They remain at this level during their initial training and after 3 months of employment are required to take an exam which covers all the material that is necessary to perform the duties of a Call Center Representative. It includes but is not limited to customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance, and Zufall policies and procedures. Staff will have three opportunities to pass the exam. Upon passing the exam they will then be classified as a Call Center Representative II. If they do not pass on their first or second try, they will be given additional training. If they fail three times, employment will be terminated.
Knowledge, Skills and Abilities
Education, Training, and Experience
As a condition of employment, we require that all staff are fully vaccinated against flu. Therefore, if hired during flu season (typically between September-May), all new employees need to be fully vaccinated against flu and are required to provide documentation of receiving flu vaccines upon hire.
Zufall Health an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, medical conditions related to pregnancy or childbirth, protected veteran status, or any other characteristic protected by law. Thank you for taking the time to apply!
Other details
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Salary : $16 - $19
