Job Details
Remote Type: Fully Remote
Description
Position Summary: Under general supervision and according to established policies and procedures, the AccessCall Center Representative Agent is responsible for accurately and efficiently answering and completing calls that are received from patients, their caregiver(s), relatives and other members of the healthcare team while providing the highest level of customer service. This involves scheduling patient appointments, prioritizing patients’ health problems according to their urgency, educating/advising patients and making safe, effective decisions under the direction of the patient’s physician. Excellent customer service skills coupled with enthusiasm and compassion is required.
Responsibilities:
- Manage large amounts of inbound and outbound calls in a timely manner
- Identify patients’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Frequently attend pre-scheduled meetings or mandatory trainings to improve knowledge and performance level
- Meet team qualitative and quantitative targets
Essential Functions
- Answer telephone promptly and in a polite and professional manner, following call center scripts.
- Schedule appointments for patients in accordance with the scheduling rules, reviewing appointment date, time, location, and provider name with caller.
- Answer telephone promptly and in a polite and professional manner, following call center scripts.
- Obtain and enter accurate demographic and appointment information into the electronic medical record.
- Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
- Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
- Manage large volumes of incoming and outgoing calls in a timely manner
- Identify customers’ needs, clarify information, and utilize reliable resources available to provide answers and solutions.
- Demonstrate strong telephone and verbal communication skills, utilizing active listening to better meet patients’ needs.
- Remind caller of cancellation/no-show policy.
- Function efficiently in the "call center" environment; effectively multi-tasking, accurately handling all calls and effectively managing time.
- Demonstrate excellence in customer service.
- Direct calls to other departments as needed.
- Exercise sound judgment in handling calls, especially with dissatisfied patients.
- Recognize the need to escalate calls to manager, nurse or provider as necessary.
- Make reminder calls as requested.
- Make calls to reschedule appointments when necessary.
- Maintain confidentiality regarding sensitive information.
- Perform other duties as assigned.
Qualifications
- High speed internet access
- Dedicated, secure and safe work space
- Noise-free environment to take patient calls
