Call Center Representative

Job Description

GENERAL SUMMARY:

Effectively schedule patients into the practice management program respecting the scheduling guidelines for each provider and providing the utmost in customer service to our patients. Politely receive and generate phone calls for appointment requests and create completed patient accounts: demographic and insurance information. Highly organized in working referral lists to ensure timely scheduling of appointments. Expert handling of patient issues with excellent customer service skills and patient confidentiality are mandatory.

This is a full-time 40 hrs./wk. (8:30AM-5:00PM, Monday-Friday) position, supporting Brown Surgical Associates. The position is located on-site at our 195 Collyer Street location in Providence, RI.

ESSENTIAL FUNCTIONS:

Accurately register patients and schedule appointments following established schedule templates.

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

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 in EMR for tracking purposes.

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

Operate computer and IT equipment properly.

Keeps equipment operational by following established procedures; reporting malfunctions.MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

High school diploma or GED.

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.

Bi-lingual is preferred but not required.

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

Ability to represent the organization and serve consumers in a professional manner and promote a positive image of the organization and its services.

· Interpersonal skills necessary to deal effectively with patients, their representatives, and other personnel/coworkers.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

Conditions common to a clinical practice environment including potential exposure to communicable diseases, medicinal preparations and hazardous materials. Involves frequent contact with patients. Work may be stressful at times.

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

SUPERVISORY RESPONSIBILITY:

None.

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 Surgical Associates welcomes nominations and applications from all individuals with varied experiences, perspectives, abilities, identities, and backgrounds to enrich our clinical, research, training and service missions.

Full-time