Call Center Representative

SUMMARY:

Perform various functions in a heavy telephone call environment. Receive inbound calls and be able to politely assist customer requests. Ensure patients' inquiries are adequately answered to their satisfaction such as determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database; determining insurance and referral requirements. Must be able to use a switchboard or directory, manage multiple telephone lines at one time, and perform other clerical duties.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Consistently applies the Brown Dermatology's values of patient care priority, dignity, collaboration, integrity and quality in support of our mission to deliver compassionate, high-quality patient care, research excellence and outstanding physician education. Responsible for knowing and acting in accordance with the Brown Dermatology's Compliance Program and Code of Conduct.

Consistently practices the Brown Dermatology's Customer Service Standards.

Answer incoming calls and route them to the appropriate department.

Take appropriate action for each call.

Accurately register patients and schedule appointments following established schedule templates.

Manage large amounts of inbound and outbound calls in a timely manner.

Follow call center "scripts" when handling different topics.

Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Maintain proper record of all interactions with customers on the call center database.

Serve as a central link of communication between patients, medical staff and the general public.

Operate computer and IT equipment such as switchboards, headset etc.

Keeps equipment operational by following established procedures; reporting malfunctions.

BASIC KNOWLEDGE:

High school diploma or GED.

Knowledge of medical office procedures and terminology and medical insurance policies, procedures and requirements.

Proficient in relevant computer applications.

Knowledge of customer service practices and principles.

Excellent data entry and typing skills.

Superior listening, verbal, and written communication skills.

Ability to handle stressful situation appropriately.

Ability to speak clearly and concisely.

Ability to read, understand and follow oral and written instructions given in English.

Ability to sort and file by alphabetic or numeric systems.

Ability to establish and maintain effective working relationships with customers (patients, physicians, coworkers, supervisor, etc.).

EXPERIENCE:

Prefer a minimum of one-three years in a call center environment.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Conditions common to a clinical practice environment. Involves frequent contact with patients and other customers. Interaction with others is constant and interruptive. Work may be stressful at times.

INDEPENDENT ACTION:

Work is performed under general supervision, with some independent judgment exercised in determining priorities.

SUPERVISORY RESPONSIBILITY:

None.

Brown Dermatology requires employees to be vaccinated against COVID as a condition of employment, subject to accommodation for medical exemptions.

We value a diverse, talented workplace and seek colleagues who strive to better understand systemic barriers as it affects patient care and our academic institutions. Brown Dermatology welcomes nominations and applications from all individuals with varied experiences, perspectives, abilities, identities, and backgrounds to enrich our clinical, research, training and service missions.